Smartphone app

1 - General information

1.1 How do I download the Digital Banking Solutions smartphone app?

iPhone®, iPod®

  1. Go to the App StoreSM
  2. Search for “National Bank”
  3. The app is called "NBC Mobile"
  4. Tap Get to download the app

Android®1

  1. Go to the Google Play Store
  2. Search for “National Bank”
  3. The app is called "NBC Mobile"
  4. Tap Install to download the app

* You need to sign up for Digital Banking Solutions in order to use the app.

[Top]

1.2 How do I sign up for Digital Banking Solutions on the smartphone app?

It’s quick and simple! To sign up, launch the app and tap “Sign up”. All you need is your Client Card, account number and transit number.

Note: If you have already signed up for Digital Banking Solutions, simply enter your Client Card number and password.

[Top]

1.3 What are the prerequisites for using the National Bank smartphone app?

  • Have access to a Wi-Fi Internet connection or a cellular data network (3G/4G/LTE)
  • Have signed up for Digital Banking Solutions. If you have not yet signed up, you can do so directly on the app

iPhone, iPod

  • Have an iPhone 4 or an iPod touch 5th generation or more recent models
  • Have a device running on iOS® 7 or later

Android

  • Have a device running on Android 4.4 or later
[Top]

1.4 How do I update my operating system?

iPhone, iPod

  1. Go to Settings on your device
  2. Select General
  3. Select Software Update to see if an update is available

Android

  1. Tap the Home icon to display the home screen
  2. Tap the All Apps icon
  3. Select Settings, go to About, then Software updates
  4. Check whether an update is available. If so, it will be downloaded and installed on to your phone

* These steps may differ from one device to another.

[Top]

1.5 Is the app secure?

Yes, the app is secure.

National Bank has online fraud prevention measures in place that meet industry standards. In addition to taking the usual precautions, we use various sophisticated systems and mechanisms to safeguard your personal information when you do your banking through Digital Banking Solutions.

National Bank also offers the Peace of Mind Guarantee1.

In the highly unlikely event that you fall victim to fraud through Digital Banking Solutions, you will be fully reimbursed for any amounts you lose, provided you bear no responsibility. It's guaranteed and it's free!

Do your banking on your mobile device securely and with confidence thanks to our Peace of Mind Guarantee, which protects your interests.

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

[Top]

1.6 Is the app free?

National Bank does not charge any fees for signing up for Digital Banking Solutions, regardless of the type of package or account you have. The Digital Banking Solutions app is also free. You will not be charged a fee to download it or use it.

However, the transactions you carry out when using this service may be billed individually or deducted from the maximum number of electronic transactions permitted as part of your package. You may also incur additional fees for certain types of transactions, such as Interac® e‑Transfers.

Please note that your mobile service provider may charge you for data usage or text messaging. In addition, roaming charges may apply if you are outside Canada. If you have any questions regarding these charges, please contact your service provider.

[Top]

1.7 Can I use the app if I'm outside Canada?

Digital Banking Solutions are available wherever you are, 24 hours a day. However, roaming charges may apply if you are outside Canada and are using your device’s cellular data network. If you have any questions regarding these charges, please contact your service provider.

[Top]

1.8 Can I sign into my Commercial Banking, National Bank Direct Brokerage or National Bank Financial accounts on the smartphone app?

The smartphone app is only available to National Bank Personal Banking and MasterCard®3 clients.

[Top]

1.9 What is the difference between the tablet and smartphone apps?

The iPhone and Android phone app has been specially redesigned for navigation on small screens to offer you an optimal user-friendly experience on your smartphone.

[Top]

1.10 What is the difference between the mobile site and the smartphone app?

The mobile site is an alternative version that can be used on smartphones not able to run the app.  The mobile site is available through the browser of any smartphone connected to the Internet and offers the app's most frequently used functions (payments, transfers).

[Top]

1.11 My device has been lost or stolen. What should I do?

a) Immediately contact your mobile service provider in order to deactivate your mobile device.

b) Rest assured, National Bank has a variety of measures in place to guarantee the security of its Digital Banking Solutions. [Find out more]

c) If you should fall victim to fraud, you will be covered by the Peace of Mind Guarantee and will be fully reimbursed for any amounts you lose, provided you bear no responsibility.

d) As an additional precautionary measure, we recommend that you contact TelNat Customer Service to check the most recent transactions carried out on your account and change your password for Digital Banking Solutions.

[Top]

1.12 Will the app be available on other platforms?

We are constantly working to improve our products in order to meet our clients' needs. However, if your device is not compatible with our app, please use our mobile site (m.nbc.ca). 

Our teams are committed to developing new tools to make banking easier.

[Top]

1.13 Will I still be able to use the old version of the app?

The old version can still be used on Android devices running on operating systems previous to 4.4. However, if you uninstall the app you will not be able to download it again. In this case, you will be able to use our mobile site (m.nbc.ca) to carry out your transactions.

The old version of the app is no longer available for devices running on operating systems previous to iOS 7.0. You must use our mobile site (m.nbc.ca) to carry out your transactions.

[Top]

2 - Functions

2.1 How do I change the language of the app?

The language of the app is determined by the language of your device. If you would like to change the language, you can do so under preferences:

iPhone, iPod

  1. Go to Settings on your device
  2. Select General
  3. Select Language & Region and choose your preferred language under iPhone Language.

Android

  1. Tap the Home icon to display the home screen
  2. Tap the All Apps icon
  3. Select Settings,go to Language & input then Language and choose your preferred language.
[Top]

2.2 Which services and functions are available on the Digital Banking Solutions smartphone app?

With the Digital Banking Solutions app, you can manage your finances on your phone. The app is:

  • Quick
  • Easy to use
  • Practical
  • Secure

You can use the app 24 hours a day wherever you are: on the train, at the park, while waiting to see the dentist or board a flight, etc. With your bank accounts at your fingertips, you save time and can always keep an eye on your finances.

Thanks to the Digital Banking Solutions smartphone app, you can:

  • View your account balances and transaction history
  • Pay bills
  • Carry out or modify postdated transactions
  • Transfer funds
  • Order foreign currency
  • Find a branch
[Top]

2.3 I've forgotten my password. How can I reset it?

You can reset your password on the Digital Banking Solutions smartphone app as follows:

  1. Open the app
  2. Tap Forgot password
  3. Enter your Client Card number, the card expiration date and your date of birth
  4. Answer your identification question
  5. Create a new password
[Top]

2.4 How can I transfer funds on the Digital Banking Solutions smartphone app?

To make an Interac® e-Transfer:

  1. Sign into your account
  2. Tap the Menu icon in the upper left-hand corner of the screen
  3. Select Transfers & payments, then Transfer to another person
  4. To add another person, go to the Transfer to section and select New Interac recipient
  5. Provide the requested recipient information
  6. Make the Interac e-Transfer

To transfer funds to another National Bank client:

  1. Sign into your account
  2. Tap the Menu icon in the upper left-hand corner of the screen
  3. Select Transfers & payments, then Transfer to another person
  4. To add another person, go to the Transfer to section and select New NBC recipient
  5. Provide the requested recipient information
  6. Make the transfer
[Top]

3 - Technical support

3.1 How can I contact you?

Would you like to give us your feedback or let us know about a problem? Contact us as follows:

Call us

  • From 6 a.m. to midnight (ET), 7 days a week
  • From the Montreal area: 514-394-5555
  • Toll free: 1-888-4-TELNAT

Write to us

[Top]

3.2 I can't find the app on the App Store/Google Play Store. What should I do?

Be sure you meet all the prerequisites for downloading the app. You can easily find the app by searching for "National Bank" on the App Store or Google Play Store.

[Top]

3.3 I can't connect to the app. What should I do?

Check your Internet connection by opening your browser and seeing whether you can access nbc.ca or another website.

If the problem persists, please contact us.

[Top]

3.4 I can't get the Locator tool to work. What should I do?

To use the Locator tool, ensure the location services option is activated on your device as follows:

iPhone, iPod

  1. Go to Settings
  2. Select Privacy
  3. Select Location Services and slide the Location Services switch to green
  4. Check in the list that the National Bank app indicates Always

Android

  1. Tap the Home icon to display the home screen
  2. Tap the All Apps icon
  3. Select Settings
  4. Tap Location services
  5. Slide the Access to my location switch to blue so it indicates "On/Activated"

* These steps may differ from one device to another.

[Top]

3.5 I'm having problems using the smartphone app. What should I do?

Be sure to always use the most recent version of the app in order to benefit from the latest functions and improvements. You can update the app as follows:

iPhone, iPod

  1. Open the App Store app
  2. Tap Updates in the lower right-hand corner
  3. Find the National Bank app
  4. Tap Update

Android

  1. Open the Google Play Store app
  2. Tap the Menu icon, then My apps
  3. Select the National Bank app
  4. Tap the Secondary menu icon on top right, then tick "Auto-update"*

* When "Auto-update" is ticked, the app will be automatically updated when updates become available.

If the problem persists, please contact us.

The app is stuck in portrait/landscape mode

The app can only be viewed in portrait mode. Therefore it is not possible to change the orientation to landscape.

[Top]

4 - Notes

4.1 Notes

AppleSM, App StoreSM, iPhone®, iPod® touch, iPad® and iTunes® are trademarks of Apple Inc., registered in the U.S. and other countries. Apple Inc. is not a sponsor or participant of National Bank Mobile Banking Solutions.

Android®1 is a trademark of Google Inc. The use of this trademark is subject to Google's authorization policy.

Interac®2 e-Transfer is a registered trademark of Interac Inc. Used under licence.

MasterCard®3 is a registered trademark of MasterCard International Incorporated. Authorized User: National Bank of Canada

[Top]