Technical Support

1. We recommend that you do the following on a regular basis to facilitate use of our site

2. The site seems slow?

3. What does the error message mean?

"404 not found"

"Erreur 400

"For security reasons, access to Internet Banking Services has been interrupted or you haven't been granted access. Please identify yourself again to continue or to initiate your session" 

"Your request could not be completed. Please click on "Continue" and make your request again from the consolidated statement page. Thank you." 

"You do not have access to Personal Internet Banking Solutions."

4. What should I do if I receive the following error message?

5. Your concerns on your funds.

6. Technical tips on Quicken

  • What should I do if I receive an error message in the Quicken application?
  • After succeeding the first time, an error message appeared the second time that I tried to import data from my US$ account into my Quicken software. Why?
  • Quicken doesn't automatically start when I want to export data from my bank account. What should I do?
  • When I return to Internet banking Solutions after having exported my banking data into Quicken, I have to identify myself again on the access page. Why?

You will find more information on Quicken in our FAQ - Internet Banking Solutions - Quicken section and in Support - Technical Problem.

We invite you to visit Quicken website for more information:

Because many of you have sent us questions on different topics, we have created our own FAQ (Frequently asked questions) section. Feel free to consult it to find answers to common questions.

 

1. We recommend that you do the following on a regular basis to facilitate use of our site:

  • Make sure that your browser accepts cookie files.
  • Delete the content of its cache memory.
  • Adjust your computer to the correct date and time setting.

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2. The site seems slow?

The site can be slow sometimes if many users are trying to access our site or the server of your Internet service provider. Avoid the bottleneck: close your Internet browser, wait 20 minutes and access our site once again.

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3. What does the error message mean?

"404 not found"This message means that the page you are trying to access is not available. This is a temporary situation. Try again later.

"Erreur 400"This message means that you aren't connected to the Internet. To check, try to access another site (e.g.: www.sympatico.ca). If the same message appears again, contact your Internet service provider, the only one who can solve the problem.
If you still have problems, call us at 1-888-4TELNAT. One of our representatives will be pleased to help you.

“For security reasons, access to Internet Banking Services has been interrupted or you haven't been granted access. Please identify yourself again to continue or to initiate your session”

To ensure your security on-line, when you are inactive on the Internet Banking Solutions site for more than six minutes, the session is automatically terminated. To continue using the site, you must identify yourself again (initiate a new session) on the home page.

If you can't successfully identify yourself again, you may be having problems with your browser. To find out, check whether the site's address ­­­­- which should appear in the address bar of your browser - ends with “idle_timeout”. If this is the case, please re-install your browser (Internet Explorer or Firefox) and try to access the site again.

If you still have problems, call us at 1-888-4TELNAT. One of our representatives will be pleased to help you. 

"Your request could not be completed. Please click on "Continue" and make your request again from the consolidated statement page. Thank you.

Simply follow the instructions and click on "Continue" to continue your session. If the message persists, end the session and start a new session in 30 minutes. 

"You do not have access to Personal Internet Banking Solutions."

1) Check that your Client Card Number has been entered properly.
2) Make sure that you are properly logged on to Personal Banking Solutions.

If you continue to receive this message after checking these two points, please call us at 1-888-4-TELNAT and one of our agents will be happy to assist you. 

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4. What should I do if I receive the following error message?

"Page cannot be displayed"

This message means that your browser may require adjustments. Proceed as follows:

  • Make sure that your browser accepts cookie files.
  • Delete the content of its cache memory.
  • Also delete temporary files.
  • Adjust your computer to the correct date and time setting.
  • Don't use your favourites to access our site.

If the message still appears, call us at 1-888-4TELNAT. One of our representatives will be pleased to help you. 

“An error occurred when you signed up for the epost service”

Check that the e-mail address you entered to use epost service is valid. It must also be the same address as the one you provided to Internet Banking Solutions. The mailing address at the National Bank must be in Canada. 

"Page with restricted access"

Check the date and time on your computer. Indicate the correct date and time, if necessary. Close all the windows of your browser before opening a new window and initiating a new banking session.

If this procedure does not solve the problem, call us at 1-888-4TELNAT. One of our representatives will be pleased to help you. 

“The access card number or the password you have entered is not valid. Please try again”

There are two solutions:

  • You may have made a mistake when you entered your Client Card number or your password. Try again. Make sure that your keyboard's Caps Lock key is deactivated (the password is case-sensitive).
  • You may have recently changed your Client Card. If so, you must complete the Client Card change form on the Open Session page. Just click on My access card number has changed and follow the instructions. If you have problems, call us at 1-888-4TELNAT. 

I am unable to make a current or postdated payment.

Check the date on your computer by double-clicking on the time at the bottom right of your screen. That date must be today's date before a payment can be made correctly. 

I am in www.nbc.ca and I want to access Personal Internet Banking Solutions in English. However, I'm on the French login page. What should I do? (This procedure also applies in reverse.)

1) Go to the login page.
2) Change to the language of your choice.
3) Access your account.
4) Press "Quit" at the top right of the screen. DO NOT CLICK ON THE "X"
5) You will now be able to access Personal Internet Banking Solutions without difficulty. 

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5. Your concerns on your funds.

My bank account was debited, but my fund account was not credited. How is this possible?

This situation occurs when a new Fund account is created. The first credits should be posted within 24 to 48 hours. Don't worry though; despite this time lag in the posting, the amounts are in fact transferred instantaneously.  

I have an Active management or Index-linked investment, but Multifund appears on my consolidated balance sheet.  How is this possible?

These three types of investment, Active management, Index-linked and Multifund, all appear under the Multifund heading on the consolidated balance sheet.  They nevertheless retain their specific characteristics.

Why can't I view my funds on the balance sheet of the transactional site?

You can only view your funds on your balance sheet if you purchased them in a branch or via National Bank Mutual Funds.   If you just purchased your funds, you can't immediately view them or execute trades via Internet.  You will have to wait until our systems are updated which may take up to 7 days. 

If you have an account with NBDB or National Bank Financial, you can view the total balance of your portfolio on the consolidated balance sheet.  However, you can't view the details of your funds or execute trades.

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6.  Technical tips on Quicken

What should I do if I receive an error message in the Quicken application?

Visit the Support page on the Quicken website : http://support.intuit.ca/quicken/.

You will also find this link in the exportation box of each banking account on the transactional site.        

After succeeding the first time, an error message appeared the second time that I tried to import data from my US$ account into my Quicken software. Why?

When you export data the first time, the Quicken personal finance management software doesn't check the currency of your bank accounts. Quicken only checks the currency when you repeat the operation. So, if the currency of your bank account is not the same as the currency you entered in Quicken, an error message will appear.

With Quicken, you can't change the currency of an account if transactions have already been recorded in it. To correct the situation, you have two options:

1. Delete all the transactions in your Quicken account. As the account is now empty, you can enter the correct currency; or

2. Delete that account and create a new one - taking care to enter the correct currency. You must then recreate the link with your account on the National Bank's Web site.

Note that old versions of Quicken (files with a .QIF extension) don't differentiate among currencies.

Quicken doesn't automatically start when I want to export data from my bank account. What should I do?

1.  Double click on the workstation icon
2.  Click once on View, then on Folder options
3.  Choose the File Types tab
4.  Select Quicken OFX Data from the drop-down menu
5.  Click on Advanced
6.  Select Open, and then click on Edit
7.  In Application used to perform action, type C:\Program Files\Quicken\QW.EXE -X "%1
8.  Click on OK.

When I return to Internet banking Solutions after having exported my banking data into Quicken, I have to identify myself again on the access page. Why?

When you are inactive on the Internet Banking Solutions site for more than six minutes, your Internet session is automatically terminated. just initiate a new session (re-enter your Client Card number and your password).

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