Internet Banking Solutions - F.A.Q.
1 - Password and User code
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.[Top]
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.[Top]
2 - Account summary
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 ".[Top]
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.[Top]
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*.[Top]
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.[Top]
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.[Top]
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.[Top]
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.[Top]
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.[Top]
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).[Top]
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.[Top]
5 - Electronic account statements and cheque image remittance documents
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.[Top]
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.[Top]
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.[Top]
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.[Top]
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.[Top]
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.[Top]
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.[Top]
You will not receive notification that your new bank statement and cheque image remittance is available. The documents will automatically be available online.[Top]
Yes, it is possible to print your documents and save copies to your computer.[Top]
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.[Top]
You can activate an alert that will inform you once your download request has been processed and is ready to be retrieved.[Top]
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.[Top]
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.[Top]
6 - 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 ".[Top]
The balance you see is the balance already used on your line of credit.[Top]
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.[Top]
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.
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