Frequently Asked Questions

1 - Access National Bank when you travel

1.1 How do I access my transaction account when I’m travelling? If I’m in the United States or Europe, can I access my transaction accounts from an ABM?

Of course. You can access the funds available in your chequing and savings accounts at an ABM on the CIRRUS®3 network. You can also use your National Bank MasterCard to get cash advances. Visit the MasterCard Web site to locate all CIRRUS®3 ABMs worldwide.


1.2 Can I access my US$ transaction account with my Client Card?

Unfortunately, no. Client Cards only access CDN$ transaction accounts.


1.3 How do I contact you when I’m abroad?

In Canada and the United States you can call us toll-free at 1-888-835-6281. From abroad, you can call us collect at 514-394-5555.


1.4 How do traveller’s cheques work?

When you're travelling, you don’t want to carry a lot of cash in case it gets lost or stolen. American Express®2travellers cheques are negotiable instruments that let you travel around world without having to carry large amounts of cash on you. If lost or stolen, they are reimbursed in less than 24 hours.

Travellers cheques remain valid until they are cashed. They are available in the following currencies:

  • Canadian dollar (Canada)
  • U.S. dollar (United States)
  • Euro (for Austria, Belgium, Finland, France, Germany, Holland, Ireland, Italy, Luxemburg, Portugal and Spain)
  • British Pound (United Kingdom)
  • Swiss Franc (Switzerland)
  • Australian dollar (Australia)
  • Yen (Japan)

1.5 What fees am I charged for using ABMs or making direct payments when I’m outside the country?

For direct payments, the NYCE network doesn’t charge any additional fees for transactions at a merchant.

For ATM transactions, a $4.00 fee will be charged by the CIRRUS network along with an additional fee from the other financial institution (varies depending on the financial institution)


1.6 How do I access my transaction account easily when I’m abroad?

Our Electronic Banking Solutions1 allow you to access your transaction accounts and do day-to-day banking 7 days a week, wherever you are.


2 -  Special packages and programs

2.1 Does National Bank offer age-based discounts for seniors, students and recently-graduated students who sign up for a day-to-day banking services package?

Yes. All our clients are important to us. That’s why we offer two types of programs:

1. Age-based:

Our special programs for specific age groups meet the expectations of our youngest and oldest clients.

  • Youth packages
  • Student package
  • Package for clients 60 and over

2. By age or occupation:

Financial packages for students and professionals provide access to a range of select products and services.

If you are a member of:

  • Barreau du Québec
  • Chambre des notaires du Québec
  • National Bank Financial
  • Ordre des comptables agréés (CA) du Québec
  • Ordre des CGA du Québec
  • Réseau HEC Montréal

If you are a healthcare professional or student in:

  • Medicine, dentistry, veterinary medicine, chiropractic, optometry, pharmacy, podiatry and physiotherapy
  • Nursing

2.2 Are there services just for students?

Are you an 18 to 24-year old student who wants to: study; work; travel; shop—or borrow for your projects? See our 18-24 Solutions.


2.3 How do I get no-fee service for my day-to-day banking?

To get no-fee service:

  • Choose a package that suits you;
  • Do not go over the transaction limit specified in the package.
    (You will be billed per-item for transactions over the package limit.)

For a flat monthly fee, our banking packages make managing your day-to-day business easier, help you save. They also give you access to Electronic Banking Solutions1 and other practical banking products and services. Use our comparison table to assess the packages and discover the advantages of each one.

Compare packages

Are you a professional? Discover the privileges in our packages for members of professional orders and students in professional studies, and take advantage of free access to Electronic Banking Solutions1 and exceptional savings on financial transactions.


2.4 I do most of my banking online. Which day-to-day banking services package is best for me?

All our packages include Electronic Banking Solutions1. Use our tool to compare and choose the package that suits you.

Compare packages


3 - My Client Card

3.1 How can I get a Client Card?

As a rule, you get a Client Card when you open a transaction account. However, if you already have a transaction account, just drop by your branch with two valid pieces of ID so that you can be positively identified. You will be given a card right away and be able to choose a Personal Identification Number (PIN) directly at the ABM.

If the branch does not have ABMs, your card and PIN will be mailed to you.


3.2 How old do I have to be to get a Client Card?

Children as young as 7 can have a Client Card, but they are limited to deposits. If a minor wants a Client Card with no restrictions—a card that will enable him or her to make deposits and withdrawals, and perform many other types of transactions permitted at our ABMs—parental approval is required. Just drop by your branch.


3.3 Can I pick whatever PIN I want?

Yes, as long as it is a combination of 4 numbers. But, you have to keep security in mind. For instance, never use numbers based on your name, date of birth, address, telephone number, social insurance number or combinations that could be traced to you.


3.4 Can I change my PIN without changing my card number?

Yes. To change your PIN, just go to any National Bank ABM that has the "PIN SELECTION" option in the main menu. Since ABMs are available 24/7, you don’t have to go to a branch during banking hours to do it.


3.5 My card is demagnetized. What should I do?

Just go to any National Bank branch and a representative will give you a replacement. A new temporary password will be issued which then change by entering your PIN.

Note for Québec clients: cards cannot be replaced outside Québec.


3.6 Who do I call if I lose my card?

If your card is lost, stolen or retained by an ABM, call 1-800-361-0070 or 514-281-3159 right away. These numbers are available 24/7 for your protection. You can also call TelNat between 6 a.m. and midnight, 7 days a week, at 1-888-4-TELNAT-1 or 514-394-5555. Once National Bank has been notified, your card will be cancelled immediately and you will be referred to a branch to get a new one.


3.7  If my card is stolen, can anyone access my bank accounts?

No transactions can be performed without your PIN. If you follow these instructions, you can eliminate all risk of fraud:

  • To protect your money, protect your PIN.
  • Keep an eye on your card at all times when you are performing a Client Card purchase or using an ABM.
  • Never lend your card to anyone.
  • Your PIN is your electronic signature; never reveal it to anyone, not even a family member, or friend or the police. Bank employees will never ask you for your PIN. Your PIN is absolutely confidential.
  • Memorize your PIN and don’t write it down anywhere.
  • When doing an ABM transaction or Client Card purchase, use your hand or body to prevent people from seeing you enter your PIN. Don’t enter your PIN unless you feel absolutely safe.
  • If you think someone may have seen you enter your PIN, go to one of our ABMs right away and change it. Select the "PIN SELECTION" option on National Bank ABMs.

3.8 What personal information is on the magnetic stripe on my Client Card’s?

Your Personal Identification Number (PIN) is NOT on the magnetic stripe. The magnetic stripe stores information such as card number, expiration date and language code.


3.9 Fraud seems to be in the news a lot these days. Should I be worried?

Using a Client Card is safer than carrying cash. In fact, Client Card purchase is the most popular form of payment in Canada, with the total number of transactions forecast to reach 2.5 billion in 2003 according to the Interac Association. The number of transactions of this type is growing from year to year.


3.10 How do criminals find out someone’s PIN?

The most common way a criminal gets someone’s PIN is by positioning him or herself to see the cardholder enter the PIN when they use their Client Card at an ABM or to make a purchase. So you shouldn’t feel embarrassed to tell people to look away when you’re doing a transaction. After all, your PIN is the key to accessing your transaction account.


4 - Banking transactions

4.1 When I make a deposit at a banking machine, I am not always able to access the money I’ve deposited right away. Why?

When your Client Card is issued, you are assigned a deposit-withdrawal-rating based on your credit file. This rating determines how much you can withdraw from a deposit as well as the number of days the amount will be frozen. To find out your deposit withdrawal rating, contact your branch or call TelNat at 1-888-4-TELNAT-1 or 514-394-5555.


4.2 What is the maximum withdrawal I can make from a banking machine without making a deposit?

Depending on the funds available in your account, you can withdraw a maximum of $500 a day and up to $1,500 per week from an ABM using your Client Card. If your MasterCard is equipped with a PIN, the same withdrawal limits apply.


4.3 What do the codes on my passbook and/or ABM statement mean?

A list of the most frequently used codes is available here.


5 - Miscellaneous

5.1 How can I help reduce paper use?

You can subscribe free of charge to online statements via National Bank’s Internet Banking Solutions. You can view your monthly account statements for a period of up to 30 months.


5.2 What are the current rates?

You can view the rates that currently apply to your transaction accounts.

  • Savings Account Special Project
  • Progress®4 account in CDN$
  • Progress®4 account in US$
  • The Strategist®4 or Natcan Strategist Account®4
  • Crescendo®4 account
  • Short account

1   Specific browser versions are required to access National Bank’s Internet financial services. Visit ABCs of Security and read the Browser Requirements for Internet Financial Service.


®1 Registered trademark of Interac Inc.
®2 Registered trademark of American Express Company US. AUT Copyright; American Express Canada Inc. 1992 55-010-E.
®3 Registered trademark of CIRRUS SYSTEMS Inc.
®4 Progress Account, The Strategist Account and Crescendo are registered trademarks of National Bank of Canada.