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Online banking solutions: fixes underway

Our online banking services are constantly evolving. If you encounter some problems, please follow these steps to carry out your transactions.

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Your online Bank 

Accounts

When I print out my bank statements, some parts contain unreadable characters. How can I fix this?

This issue occurs in the old version of your online bank.

To fix this, print the statement as an image:

1.    When the print dialog box opens in Adobe® Reader®, click on Advanced 

2.    Select Print as Image

3.    Click OK, then on Print

If these options are not available, make sure your version of Adobe Reader is up to date.

When I sign in to my online bank using Internet Explorer, I get randomly logged out and don’t have time to carry out my transactions. What should I do?

This issue occurs if you access the old version of your online bank using Internet Explorer. To fix this problem, use another browser (e.g. Chrome, Firefox, Safari) or the National Bank App.

I programmed an Interac e-Transfer® on the date set for the transaction, I received an email informing me that it could not be processed. What should I do?

The amount transferred was debited from your account, but it did not reach your recipient. 

In such a case, we recommend cancelling your transfer (note that transaction fees may apply). Consult the My online bank FAQ section for information on how to do this.  

To ensure your next transfer reaches its recipient, use a different email address or combine an email address with a mobile phone number capable of receiving text messages. Note that you cannot conduct a transfer between the same email addresses.

My accounts do not all display, do I have to worry?

Since the new online bank uses new data sources, it may have created some gaps. Note that this is only a display problem and your information remains up-to-date in our systems. In the meantime, we invite you to refer to the old version of your online bank to validate any information.

When I try to sign in to my new bank online for the first time, I get an error message. What should I do?

To address the situation, use another browser like Chrome or Firefox, for example. Also, try clearing your cache and rebooting. You can also use the National Bank mobile app.

Why can't I access the account aggregated from another financial institution every time I sign in?

Depending on its security level, your other financial institution may ask you to reconnect to their platform, confirm your identity by answering security questions or even prevent access to your account, requiring you to aggregate it again each time you connect to your online bank.

Why does my US $ account display amounts in CAD $?

We’re investigating the cause of this problem. Until the anomaly is corrected, please sign into the old version of your bank online to view your US $ accounts.

Credit cards

The date of issuance of my Mastercard online statement does not match the one on my email notification. Which date is correct?

The date indicated on your PDF statement. This date shows the day your statement was issued in your bank account. 

My credit cards do not all display, do I have to worry?

Since the new online bank uses new data sources, it may have created some gaps. Note that this is only a display problem and your credit cards information remains up-to-date in our systems. In the meantime, we invite you to refer to the old version of your online bank to validate any information.

My new credit card does not seem available on my profile, should I worry?

Please, do not worry. Unlike the old version of your online bank, it may take up to 10 business days for your new credit card to be displayed on your profile.

The labels, colors or amounts of my transactions are not all accurate. Why?

Since the new online bank uses new data sources, it may have created some gaps. Note that this is only a display problem and your transactions remains up-to-date in our systems. In the meantime, we invite you to contact us at telnat@nbc.ca. Please include the transaction error as well as the right one so we can quickly correct the situation. 

Why aren’t my transactions appearing in the right category?

Transaction categorization is based on a basic database, so it’s possible that the category automatically selected doesn’t correspond exactly to the transaction carried out or the category you would have chosen. However, this categorization is not definitive.

You can change the category of any transaction at any time without delay.

To modify a transaction category, simply click the appropriate transaction in your Balance sheet, select the category you want and click Save.

Transfers

When I try managing recipients, I get a blank page and my session expires. What should I do?

Some characters may not be recognized when adding new recipients, which may generate errors. To fix this temporary problem, make sure not to use special characters when you enter recipient names. If this occurs with an existing recipient, we suggest that you delete it to add it again, avoiding special characters.

While accepting an Interac e-Transfer, a page with an important notice or promotional offer appears. I click on it and am redirected to my Balance sheet. After, I can’t find where I can deposit the funds anymore. What can I do?

If you’re about to accept the Interac e-Transfer funds, click “I understand” or “Later” that you see on the notice or promotional offer. 

Go back to the email or SMS that sent by the person who sent the Interac e-Transfer. 

Then repeat the steps to finalize the deposit of funds. 

Bills and payments

I’m trying to pay a supplier, but can’t find the reference number to make sure I pay the right bill. What should I do?

The new bank online uses new data sources, so some reference numbers may be missing (tax accounts, credit cards, etc.).

To find a reference number: First, access bills using the Bills button and not Pay or find the reference number in the My transactions tab of your bank online.

If you still can’t find the reference number, connect to the old version of your bank online to pay bills. 

Profile and preferences

I can’t find my info in my profile, so can’t modify it. What should I do?

To better identify yourself and allow you to make many changes within your profile, the new online bank uses new data sources.

However, this may have created discrepancies in some client data.

In the meantime, you can sign into the old version of your bank online to modify your info. 

National Bank App

Sign in

Since the last update, I haven't been able to sign in to the National Bank app. What should I do?

This is a temporary problem, and we are doing our utmost to restore access as soon as possible.

In the meantime, please sign in to the old version of your online bank and follow the instructions to create your profile. You can then return to the mobile app and sign in using your new ID.

Magic wand tip icon

Tip!

If you use Touch ID, please check Remember me to sign in easily next time.

On my iPhone, I’m unable to sign in using fingerprint recognition. What should I do?

1.   Delete and reinstall the app

2.   Follow the usual steps to activate Touch ID

3.   Still not working? Deactivate Touch ID. Sign in using your access card and password. 

Accounts

Since the last update, my accounts and investment products are not displaying correctly. Why is that?

Since the app was updated, there have been some temporary problems with how information is displayed.

Rest assured that your information is up-to-date and safely stored in our systems.

Until this issue is resolved, please use the old version of your online bank to check your accounts.

If you experience any technical problems, please email us at telnat@nbc.ca so that we can put things right.

Since the last update, some of my transactions are not displaying correctly.

Since the app was updated, there have been some temporary problems with how information is displayed.

Rest assured that your information is up-to-date and safely stored in our systems.

Until this issue is resolved, please use the old version of your online bank to check your accounts.

If you experience any technical problems, please email us at telnat@nbc.ca so that we can put things right.

I’m unable to make a mobile cheque deposit. What should I do?

This issue may be caused by insufficient memory, particularly on Android devices. 

Close all open apps on your phone to free up memory. Try to make your deposit again.

If the problem persists, restart your device. 

While making a digital deposit, my cheque is being recognized as issued in foreign currency when in fact it is in Canadian dollars. What should I do?

Larger-sized cheques, especially those form the Government of Canada, are often perceived on mobile devices as cheques issued in foreign currency.

To fix this problem, we recommend depositing your cheque at a National Bank ABM.

The cheque I uploaded on my mobile device is not displaying. What should I do?

This may be caused by a missing “.pdf” extension at the end of the file name created by the mobile app.  

To fix this problem:

  1. Once your cheque is uploaded on your mobile device or cloud platform, add “.pdf” at the end of the file name (you have the option of renaming it).
  2. Try sending again.

I programmed an Interac e-Transfer®. On the date set for the transaction, I received an email informing me that it could not be processed. What should I do?

The amount transferred was debited from your account, but it did not reach your recipient. 

We recommend cancelling your transfer (transaction fees may apply). Consult our FAQ section for information on how to do this.  

To ensure your next transfer reaches its recipient, use a different email address or combine an email address with a mobile phone number capable of receiving text messages. Note that you cannot conduct a transfer between the same email addresses.

I’m unable to change my recipient’s email address. What should I do?

Delete the recipient from your list and add it again.

On my iPad Pro, my bank account doesn’t show up when I want to deposit a cheque. What should I do?

You’d like to deposit a cheque, but your account doesn’t appear in the list.

This issue arises only on iPad Pro devices. We recommend doing the transaction on another device or at a National Bank ABM

Credit cards

Since the last update, some of my credit/debit card information is not displaying correctly.

Since the app was updated, there have been some temporary problems with how information is displayed.

Rest assured that your information is up-to-date and safely stored in our systems.

Until this issue is resolved, please use the old version of your online bank to check your accounts.

If you experience any technical problems, please email us at telnat@nbc.ca so that we can put things right.

The issuance date of my Mastercard online statement does not match the one on my email notification. Which date is correct?

The date indicated on your PDF statement. It shows the day your statement was issued in your bank account.

Transfers

The Interac funds transfer screen does not display.  How can I accept my transfer?

Until this is resolved, you can accept your transfer from the mobile version of your online bank. When you click on the link to deposit funds, first choose National Bank. You will then get a message asking you to open this page in the application : click on « Cancel ». You will be redirected to the mobile version of your online bank.

Travel notification

My card doesn’t appear when I select the Travel notification option. What should I do?

Some cards (debit or credit) don’t display when you select the Travel notification option. 

Until this issue can be resolved, we recommend that you go to the new version of your online bank to send us your travel notification.

Little details that matter

Legal notes

® Adobe is a registered trademark of Adobe Systems Incorporated.

® Reader is a registered trademark of Adobe Systems Incorporated.

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

TM iPad Pro is a trademark 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.

TM Android is a trademark of Google Inc. The use of this trademark is subject to Google’s authorization policy.

Comments?

Your needs are important to us. If you encountered a problem that is not addressed on this page, please write us.

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