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Icône FAQ

Frequently asked questions

My online bank

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Top 5 frequently asked questions

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

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 functional. For more information, please don’t hesitate to call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week. 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 cooperation!

Are the National Bank mobile app and National Bank online 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.

They’re similar except for a few features.

For example, you can make a digital cheque deposit only with the National Bank mobile app, but you can categorize your transactions only from your online bank.

Which web browsers are compatible with My online bank?

You can use the following browsers to access your online bank:

  • Google Chrome (version 58 and above)
  • Internet Explorer (version 11 and above)
  • Mozilla Firefox (version 54 and above)
  • Microsoft Edge (version 13 and above)
  • Safari (version 7 and above)

Please note that the combination of Windows 8 and Internet Explorer is not supported.

If you experience any technical difficulties, first try deleting your cookies and browser cache. For assistance, email us at telnat@bnc.ca or call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week.

 

 

 

Why was security enhanced?

Security was added because you can now connect to your online bank from different devices.

The first time you sign in, you'll receive a validation code by email to authenticate your connection and each subsequent connection if you choose to not check the Remember me box to memorize your device on the sign-in page.

This protection notifies you by email when someone attempts to access your account or if we spot a geolocation change in your device’s memory.

For more information on security, please consult the ABCs of security.

Why do I receive a validation code by email every time I sign in to My online bank?

You receive a validation code by email to authenticate each new connection if you choose to not check the Remember me box to memorize your device on the sign-in page.

This protection notifies you by email when someone attempts to access your account or if we spot a geolocation change in your device’s memory.

For more information on security, please consult the ABCs of security.

How can I change category names?

Although you can’t change a category name, you’ll find more than a hundred categories to organize your transactions.

Click a transaction to open the details, then select a category from the dropdown menu. To add more details, you can also include a comment in the transaction details.

How can I increase my purchase and ABM withdrawal limits?

Go to the Preference tab in My profile section, you’ll see My Client Card limits. Click the +, then choose the withdrawal and purchase limits for Canada and abroad. 

How can I change my withdrawal rating?

A credit check is required to increase withdrawal limits. Contact us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu.

To lower your withdrawal limits determined by the Bank, go to the Preference tab in My profile section.

How can I access my cheque images?

The cheque images feature is not yet available on your online bank. However, you still can access the old version to use this feature.

Click a transaction to view the cheques images (if deposited after February 1, 2011,) and download the cheque image once the details open.

How can I order cheques?

The order cheques feature is not yet available on your online bank. However, you still can access the old version to use this feature.

Go to the Available Services section of the ONLINE APPLICATIONS tab, click Order personal cheques and follow the instructions.

How can I order currency?

The order currency feature is not yet available on your online bank. In the meantime, you still can access the old version to order one of the following currencies for delivery to a branch or post office.

  • US dollar (USD)
  • Euro (EUR)
  • Pound sterling (GBP)
  • Swiss franc (CHF)
  • Mexican peso (MXN)
  • Japanese yen (JPY)
  • Chinese yuan (CNY)
  • Australian dollar (AUD)

 

Go to the Available Services section of the ONLINE APPLICATIONS tab, click Currency order and follow the instructions. The daily limit for online currency orders is $2,000 and the cumulative weekly limit is $5,000.

For other currencies, please visit a branch to place an order. 

How can I request a stop payment?

The request a stop payment feature is not yet available on your new online bank. However, you still can access the old version to use this feature.

Go to the Available Services section of the ONLINE APPLICATIONS tab, click Request a stop payment and follow the instructions.

Note: fees for this service are invoiced. For more information, please consult the Items, overdraft protection and stop payments tab in the Little details that matter section of the Banking services page. 

Please also note that this feature only allows you to withhold payment on a cheque (lost or stolen) or preauthorized payment that has not been processed yet. All requests received after 4 p.m. ET will be processed the next business day. 

If a payment has already cleared your account or if your request must be processed today, call us at 1-888-483-5628.

Sign-in

How can I access the old version?

You can access the old version by using the usual Sing-in page until all the features on your new online bank have been added.

I forgot my password. How can I sign in or reset it?

Click Did you forget your password? on the sign-in page and follow the instructions.

How can I change my password?

You can change your password by clicking the pen icon in the My sign-in ID section in My profile.

What personal information can I change?

You can change your sign-in email or security mobile no. by clicking the pen icon in the My sign-in ID section in My profile.

How do I connect to My online bank?

To sign in for the first time, go to the usual online banking sign-in page and open a session. Follow the steps to create a new profile.

To sign in and make transactions in the future, access your online bank from this page. Bookmark it!

I forgot my user ID. What do I do?

Call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week, we can help.

I don’t have an email. How do I sign in?

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

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Tip!

Make sure to choose a strong password for this email, one that’s different from the ones you use for your other personal apps.

For more information on security, please consult the ABCs of security.

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

An email can only be associated to one account. If your email is shared and already being used by another National Bank client, you must use another email to sign in.

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Tip!

Make sure to choose a strong password for this email, one that’s different from the ones you use for your other personal apps.

For more information on security, please consult the ABCs of security.

I didn’t receive a validation code to sign in. What do I do?

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

Otherwise, click Resend via text or Resend via email on the sign-in page.

Why was I signed out of my session?

For security reasons, you’re automatically signed out of a session after 15 minutes of inactivity. You’ll need to re-enter your sign‑in ID to open a new session.

Add an external account

How can I add an account from another institution to My online bank?

There are two ways you can add an account from another financial institution to your online bank.

By either clicking Add them here in the Overview or by clicking Add an account in the Manage my institutions section on the My account summary page under Accounts in the left-hand menu. Then, follow the instructions.

What type of information can I access if I add an external account?

You can view your account balance and transactions for the accounts added from that institution to your online bank.

For a better overview of your expenses, change the transaction category for those accounts.

To remove an institution or hide an account, click Manage my institutions from the My account summary page under Accounts in the left-hand menu.

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

Adding another financial institution to your online bank can take several minutes, longer if you have several accounts.

Here are a few steps you might find helpful if it’s not working:

  1. Connect to the financial institution’s website that you’re trying to add.
  2. If it works, try adding the financial institution again.
  3. When the institution appears in the list of added institutions, click to see the status. You may be asked a security question to complete the request.

If these steps don’t correct the situation, email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu. Otherwise, call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week.

Which institutions can be added to My online bank?

Here is the list of institutions that can be added to your online bank:

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

 

Who has access to my external account information?

Only you can access the account information from other financial institutions added to your online bank when you’re signed in.

For more information, please read the Terms of use.

How can I correct my external account information?

You can change an account name by clicking the pen icon near the account name on the account details page.

To change the account type, click the pen icon beside the Account type field under the account number on the account details page.

If any other information is incorrect, email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu, or else, call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week.

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 account summary? 

You can access the accounts list by clicking Accounts in the left-hand menu. Once on the My account summary page, you’ll find a list of your assets and liabilities.

How come my account information doesn’t appear?

Due to technical constraints, some information may be currently unavailable. Please try again later.

We apologize for any inconvenience this may have caused you.

How often is my account information updated?

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

It may take up to 15 minutes to update all transactions for more complex products like accounts at other institutions.

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

These are the most frequently used accounts, so unfortunately, they cannot be changed.

How can I add, change or cancel a banking package? 

You can add, change or cancel a banking package by clicking either Choose a package or Change my banking package on an account details page and follow the instructions.

Where can I see my line of credit co-borrowers?

You can view your line of credit co-borrowers on the account details page.

If there are several co-borrowers on your line of credit, not all of their names will appear. You’ll find them on your eStatement.

 

Where can I find my eStatements?

You can download all your eStatements by clicking Download my eStatements at the bottom of the My account summary page from Accounts in the left-hand menu.

You can also download a specific account eStatement by clicking Download my eStatements at the bottom of the account details page.

Pay a bill

I paid a bill, but didn’t receive a confirmation or reference number. Is this normal?

You can access that information at any time by clicking a payment in the History tab on the Bills page from the left-hand menu.

How can I add a supplier or a bill?

Click Bills in the left-hand menu, then click Add a bill at the right of the screen and follow the instructions.

How can I view my upcoming payments?

Go to the Upcoming payments tab on the Bills page from the left-hand menu.

I overpaid a bill. What can I do?

Contact the supplier right away. If they can’t correct the error, we’ll verify if they have a reimbursement agreement.

Email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu.

The message must include the following information:

  • Payment date
  • Total amount debited
  • Name of the bill
  • Bill amount
  • Correct account number for the bill or payment (mandatory)
  • Name of the account holder paid

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

I paid the wrong bill. What can I do?

Contact the supplier right away. If they can’t correct the error, we’ll verify if they have a reimbursement agreement.

Email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu.

The message must include the following information:

  • Payment date
  • Total amount debited
  • Name of the bill paid in error
  • Payment amount
  • Correct account number for the bill or payment (mandatory)
  • Name of the account holder paid in error

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

How can I set up a payment, postdated payments included?

To schedule a bill payment, click Pay from the left-hand menu, then select a bill from the suppliers list on the Pay my bills page and choose the payment date. Then, follow the instructions to complete the transaction.

If your bill has not yet been added, first click Add a bill on the Pay my bills page and follow the instructions.

Manage my transactions

How can I change a transaction category?

Click a transaction to open the details and select a category from the dropdown menu.

What details are in a transaction and how can I access them?

Click a transaction to open the details. 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 an account with co-holder)
  • Category

How can I search for a specific transaction?

From the Overview, click See more in the My transactions section.

You can search and filter account transactions by Period,Type or Amount.

I don’t recognize a transaction. What should I do?

Click a transaction to open the details. 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 an account with co-holder)
  • Category

If you still don't recognize a transaction after consulting the details, call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week. We can help.

I can’t find a transaction. What should I do?

From the Overview, click See more in the My transactions section.

You can search and filter account transactions by Period, Type or Amount.

How can I access a postdated transaction?

To see all postdated transactions, go to the Upcoming payments tab under Bills from the left-hand menu or click Upcoming in the My transactions section of the Overview.

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Tip!

By clicking Upcoming, you can access all upcoming transfers and payments. 

Transfer and send money

How can I send money to a National Bank client?

First, click Send from the left-hand menu, then select a recipient on the Send money page and the follow the instructions to complete the transaction.

How do I make an Interac e-Transfer®?

First, click Send from the left-hand menu, then select a recipient on the Send money page and follow the instructions to complete the transaction.

Is there a fee to send money?

Transaction fees for an Interac e-Transfer® and sending money to a National Bank client 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, transactions will be charged individually.

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

How do I cancel an Interac e-Transfer®?

Go to the Transfers tab from Accounts in the left-hand menu. Filter by Pending. Choose a transfer and click Cancel. Then, follow the instructions to recover the amount sent.

You can cancel an Interac e-Transfer® up until the recipient accepts it. If the recipient is signed up for auto-deposit, the funds will be automatically deposited and you will not be able to cancel the transaction.

Please note that Interac e-Transfer® transaction fees are non-refundable. To avoid additional transaction fees, please ensure your package is adapted to your needs.

How do I get money back from a refused Interac e-Transfer®?

To access refused transfers, select the Pending status from the Money sent tab in Accounts from the left-hand menu. Click the refused transaction and follow the instructions to recover the money into your account.

How can I receive an Interac e-Transfer®?

When you receive the email or text message from the Interac e-Transfer® sender, follow the instructions to accept the transfer and deposit the money into your account.

Make sure to have the correct answer to the security question on hand. After 4 unsuccessful attempts, you will no longer be able to accept or reject the Interac e-Transfer®.

Manage my Mastercard credit cards 

How can I increase my credit card limit?

The credit limit increase feature is not yet available on your online bank. However, you still can access the old version to use this feature.

First, click on your credit card account to open the details, then click Credit limit increase on the Credit available line and follow the instructions.

How can I make a balance transfer?

The balance feature is not yet available on your online bank. However, you still can access the old version to use this feature.

Go to the Credit cards section of the ONLINE APPLICATIONS tab, click Balance transfer and follow the instructions.

Where can I check how much cashback I’ve earned with my ECHO Cashback card?

Go to the Cashback tab on your ECHO Cashback card account details page by clicking Accounts from the left-hand menu.

How do I get cashback?

First, go to the Cashback tab on your ECHO Cashback card account details page, by clicking Accounts from the left-hand menu.

Then, click Cash in and follow the instructions.

Where can I see how many reward points I’ve earned?

Go to the Rewards tab on your World, World Elite or Platinum card account details page, by clicking Accounts from the left-hand menu.

How do I report that I’ll be travelling?

Go to the Preference tab in My profile section where you’ll see Travel notification. Click the +, then click Add a travel notification and follow the instructions.

Manage my mortgage

How can I change my mortgage payments?

The feature to change your mortgage payments is not yet available on your online bank. However, you still can access the old version to use this feature.

First, click on your mortgage account to open the details, then click Pay off my mortgage faster and follow the instructions.

How can I make a payment on the principal?

The feature to make a payment on your principal is not yet available on your online bank. However, you still can access the old version to use this feature.

First, click on your mortgage account to open the details, then click Pay off my mortgage faster and follow the instructions.

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Little details to know more

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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