Internet Banking Solutions - F.A.Q.

1 - Password and User code

1.1 My password and/or user code is suspended. Why?

For security reasons, if you enter an erroneous password five times while attempting to log on to the service, the system will temporarily suspend your user code.

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

If you are a user with a suspended user code, please refer to your administrator who will generate a temporary password by clicking on " Administrator options " and then on " Manage users ".

If you are an administrator, please contact customer service at 1-844-394-4494 options 2-3, Monday to Friday, from 7 a.m. to 8 p.m. (ET), in order to have your user code reactivated.

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2 - Account summary

2.1 How do I add an account to my client profile with the "Internet Banking Solutions - Business" service?

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

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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.

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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*.

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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.

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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.

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3.2 How can I add to my client profile, a new supplier who does not appear on the list of eligible billers?

To add a supplier who does not appear on the list, your company's administrator must submit a request by clicking on " Administrator options " and then on " Manage accounts and other billers ". There is a 24 to 48 hour delay to process your request.

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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.

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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 PM ET the day before the due date.

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4.3 Where do I call regarding government remittances?

When you have questions regarding transactions made through the option "Government remittances", please contact customer service at 1-844-394-4494 options 2-3, Monday to Friday, from 7 a.m. to 8 p.m. (ET).

When you have questions regarding transactions made through the option "Government remittances - Outside Quebec", you may call Can-Act's customer service department at 1-800-206-9444, Monday to Friday, from 8 a.m. to 8 p.m. (ET).

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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.

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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 Canadian Payments Association 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.

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5.2 Which accounts are eligible for online documents?

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

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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" available on the Business Current Account page.

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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 - 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.

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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.

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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).
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5.7 What tools will I need to be able to access my bank statements and cheque image remittances through Internet Banking Solutions - 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.

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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 Online Documents. 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.

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5.9 Will I receive notification by email or SMS when my bank and/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.

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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.

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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.

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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.

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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.

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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. 

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6 - Other questions

6.1 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 ". 

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6.2 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.

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6.3 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.

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6.4 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.

 

* Fees are applicable.
® Adobe is a registered trademark of Adobe Systems Incorporated.
® Reader is a registered trademark of Adobe Systems Incorporated.


© NATIONAL BANK OF CANADA

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