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Icône FAQ
Icône FAQ
Icône FAQ

Frequently asked questions

My online bank

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Top 5 questions


Here are the answers to the 5 most frequently asked questions about your new National Bank online. 

General

What’s a beta version?

Your online bank is now available in beta which is a preliminary version that allows us to identify elements that need to be corrected and improved.

Since the platform is still evolving, not all features are available or always operational. For more information, please don’t hesitate to call us at 1-888-483-5628. We can help.

In the meantime, you can still access the old version to use the features that aren’t available in beta.  

Thanks for your collaboration!

Are the NBC mobile app and the National Bank's online platform the same thing?

The National Bank mobile app is designed specifically for mobile devices whereas your online bank can be accessed by all types of devices using an Internet browser.

They’re similar except for a few features. For example, you can only make a digital cheque deposit on the National Bank mobile app, but you can categorize your transactions only from your online bank.

Why was security reinforced?

Because you can connect to your online banking from different devices, we added another level of security. This protection notifies you if someone attempts to access your account.

How can I change a category name?

Although you can’t change a category name, you can use the more than one hundred categories to organize your transactions. You can also change a category anytime by clicking the transaction itself. The Category field is editable.

Can I increase my ABM withdrawal limits?

Yes, go to the Preference tab in My profile section, you’ll see Manage my client card limits. Click the +, then choose the withdrawal and purchase limits for Canada and abroad.

How can I access my cheque images?

You can access cheque images by clicking on the transaction from your online account. You can download the cheque once the detail opens.

There are two ways you can access cheque images if they were deposited in your online account after February 1, 2011.


In transaction history

If the cheque image is available, you’ll see a link in the transactions list.


In the Online applications tab

You must provide:

  • The account No. the cheque was drawn on.
  • At least one of the following: a date or date range, an amount or amount range, a cheque No. or range of cheque Nos.
  • Once posted, cheque images are available for five days from the request date in Recent requests. There is no fee or limit for the number of times you can view or download the cheque image during this period. 

Sign in

Can I still connect to the old platform?

Yes, simply click Access the old platform on the sign-in page. It will be accessible until spring 2018. Only the new platform will be available afterwards.

I forgot my password, how can I connect or reset it?

Simply click the Forgot password? link on the sign-in page and follow the instructions.

How do I change my password?

You can change your password anytime by accessing your profile.

How do I connect to the new platform?

At the right of the sign-in page, you’ll find the link: Your online bank.

I forgot my user ID, what do I do?

Call us at 1-888-483-5628, we can help.

 I don’t have an email address, how do I sign in?

To access your online bank, you’ll have to create an email account. You can get one free of charge from the email provider you prefer (ex., Google, Outlook, etc.).

My sign-in email is already being used. What should I do?

An email can only be associated to one account. If your email is shared and already being used by another NBC client, you should use another email to connect.

I didn’t receive a validation code to sign in, what should I do?

If you’ve requested a validation code, check your spam folder (unwanted emails).

You can also click the Resend code option (by email or text).

I was signed out of my online bank account even though I didn't close the window. Why?

For security reasons, you’re automatically signed out of a session after 15 minutes of inactivity or if you close the security guarantee window which must remain open while you’re signed in. In either case, you’ll need to reenter your sign‑in information to open a new session.

Add an external account

What type of information will I see if I add an external account?

Once a financial institution is added, you’ll be able to view your accounts held at that institution, as well as the balance. Transactions will also be visible and categorized. Categories can be changed at any time to give you an overview of your expenses.

You can also remove a connected institution or hide an account from the overview if you don’t want to see it in your accounts summary anymore. To access these options, click Manage my institutions from the Accounts menu. 

I can’t add an external account. What should I do?

Adding accounts and transactions to the overview takes a few minutes, longer if you have several accounts with the institution. You can see the aggregation status in Accounts in My accounts summary page. If the added institution isn’t in the institutions list, here are a few steps you might find helpful:

  1. Go to the financial institution’s website that you’re trying to add and connect directly from their site. If it works, try adding the institution to National Bank’s protected site.

  2. Try adding the financial institution again from Aggregate an account from another institution button on the Accounts section on your online bank.

  3. When the institution appears in the list of added institutions, click it to see the status. You may be asked a security question to complete the request.

If these steps don’t correct the situation, contact us at telnat@bnc.ca

I can’t find one of my external institutions. Which ones can be added to my online bank?

Here is a list of institutions that can be added:

  • Desjardins
  • RBC
  • Scotia
  • TD Canada Trust
  • BMO
  • CIBC
  • Tangerine
  • HSBC
  • Canadian Tire
  • Capital One
  • MBNA
  • PC Financial

 

When adding an account, where does the information go and who has access to it?

External account information is imported into your online bank (or into your NBC account) and is only accessible by you when you’re signed in. For more details, please read the Terms of use.

My external account information is incorrect. What should I do?

You can modify some information, such as:

  • Rename my account: You can rename your account from the details page of this account. Click the pen that appears near the account name and edit the name.
  • Change the account type: If your account was miscategorized, you can change the type from the details page of this account. You’ll see an Account type field under the account No. Click the pen near the field to edit the account type added.

If there is any other incorrect information, email us at telnat@bnc.ca. We’ll try to resolve the problem as soon as possible.

Can I make transactions with my external accounts?

Unfortunately not. However, you can categorize your transactions to get a global overview of your expenses.

Manage my accounts

Where can I find my accounts Overview

You’ll find your accounts list under Accounts in the menu to the left. Once on the My accounts summary page, you’ll find the list of your assets and liabilities.

My account information isn’t appearing, how come?

Due to technical constraints, the information may be currently unavailable. Please try again in a few minutes. 

We apologize for any inconvenience this may have caused. 

How often is my account information updated?

Updates vary according to the account type. Most are updated every time you sign into your online bank.

More complex products, such as external accounts, may take up to 15 minutes to update all transactions. 

How can I change the accounts that appear at the top of my Overview or My accounts summary page?

The accounts that appear here are the most used and cannot be changed. 

Pay bills

I paid a bill, but didn’t receive a confirmation or reference No. Is this normal?

At all times, you can find that information by going to the Manage my bills menu in the History tab. Click the transaction to find details like the reference or confirmation No. 

How can I add a supplier or a bill?

Once you’re signed into your online bank, click Bills in the left-hand menu. To the right of the screen, click the Add a bill button and follow the instructions.

How can I view my upcoming payments?

From your Overview, scroll to the Bills section in the Upcoming payments tab. 

I overpaid a bill, how can I correct it?

You should contact the supplier right away. If they can’t correct the error, we’ll verify if they have a reimbursement agreement. To do so, sign into your online bank and send us an email. The email must include the following information:

  • Payment date
  • Total amount debited
  • Name of the bill that was paid in error
  • Payment amount
  • The correct account No. for the bill or payment (mandatory)
  • Name of the account holder that was paid in error


Note: As of January 2018, fees for this verification service will be invoiced.

I paid the wrong bill. Can I reverse the transaction?

You should contact the supplier right away.

If they cannot correct the error, we’ll verify if they have a reimbursement agreement with them. Submit the request by signing into your account and sending us an email. Include the following information:

  • Payment date
  • Amount debited
  • Name of the bill
  • Payment amount
  • Name on the bill paid in error

Note: As of January 2018, there will be a fee for this verification service.

 

How can I set up a post-dated payment?

Once you’re signed into your online bank, click Bills in the menu to the left of the screen. If your bill has not yet been added, click Add a bill and follow the instructions.

Once your bill is found in your list of suppliers, click to open it. Then click the Pay button at the top right of the screen and enter the date.  

 

 

 

 

 

Manage my transactions

How can I change the category associated to a transaction?

Simply click the transaction to open the details. Once on the page, select a category from the dropdown menu. 

What transaction details are available and how can I see them?

You can view transaction details by clicking on the transaction itself.

You’ll find the following information:

  • Merchant name
  • Transaction amount
  • Account used
  • Account balance after the transaction
  • Comments (you can add notes here)
  • Person who made the transaction (for a joint account)
  • Category
  • Description
  • Confirmation or reference No.

How do I search for a specific transaction?

From your Overview, go to the Transactions section and click See more. From here, you can filter transactions by Period and transaction Type.

I don’t recognize a transaction that went through my account. How can I see the details?

Simply click on the transaction to open its details.

I can’t find a transaction, what do I do?

The Transactions tab found under Accounts in the menu to the left lets you search transactions made from any of your accounts. You can also filter transactions to find what you’re looking for.

Why don’t I see all of my upcoming transactions?

To see all post-dated transactions, go to the Upcoming payments tab under Bills in the menu on the left.

You can also access it by clicking Overview, then go to the Transactions section and click Upcoming.

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Tip!

If you click Upcoming, you can access all the upcoming transfers and payments.  

Transfer and send money

I sent an Interac e-Transfer®, but the recipient refused it. What should I do?

If a recipient refuses your transfer, the transfer will be available in your history. To go to History, click Accounts from the left-hand menu, then click the Transfers tab and select History. Click the refused transaction and follow the instructions to recover the money in your account. 

How can I cancel an Interac e-Transfer®?

If a transfer has already been accepted, it cannot be cancelled.

If, however, your transfer was not accepted within 30 days and is pending, it can be cancelled. Note, that the $1 fee will still be charged.

Exception: You cannot cancel an autodeposit. For more information, click here.

How do I do that? Go to the Transfers tab in the Accounts menu. Filter by Pending. Choose the transfer and click the Cancel button. Then follow the instructions to recover the amount sent.

Can I send money to another NBC client? Is there a fee?

 Yes, you can send money to another NBC client. Make sure to have the account and transit No. on hand. 

Transaction fees are included in your banking package. However, if you don’t have a package or have already exceeded the number of transactions for your package, each transaction will be charged individually.  

To avoid additional transaction fees, ensure your package is adapted to suit your needs.

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Legal Notice

Legal Notice

® INTERAC, INTERAC e-Transfer is a registered trademark of Interac Inc. Used under license.

 

Understanding bank accounts

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