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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.

On this page

Your online Bank 

Sign in

When I try to sign in or reset my password, the following error message appears: “Sorry, a technical problem prevents us from processing your request. Please try again later (2101).” However, the information entered is accurate. What should I do?

This case occurs when the ‘change sign in email’ process is unfinalized. We are working to resolve this quickly. In the meantime, contact us at 1-888-835-6281, selecting option 2 then 1. An agent will be able to reactivate your profile.

Accounts

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.

I do not see all my accounts. Should I worry?

Since the new online bank uses new data sources, it may have created gaps between some data sources. Note, however, that your information is up-to-date in our systems.

We also update our data daily. We suggest that you wait 24 hours before checking again if the problem persists.

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.

I’m having trouble navigating the new online bank. What should I do?

Here are some steps and tips for you to take full advantage of our digital services.

1) Make sure all your updates are done on your browsers and devices.

2) Reconnect from another browser or device.

3) Close your session and sign in again.

If none of the solutions listed above work, email us or call 1-888-835-6281.

When I make a transaction from my new online bank, my actual balance is updated but not my available balance for a transaction. What is the purpose of this field and when are the amounts available?

For the moment, the available balance is updated only after 5 minutes. Our teams are currently working to synchronize the balance and the funds available.

In the meantime, if you do not want to wait 5 minutes to see the amount available for a transaction, sign out and log back in to view it.

When I make a transaction, sometimes my balance is updated but my transaction takes some time to appear. Is this normal?

We are working to optimize the speed of posting transactions. In the meantime, if you have not received an error message, it means that your transaction processed successfully. To verify, we invite you to click on another page and then return, or sign out and sign back in. The transaction will appear.

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. 

Why are not my cards all displayed online?

Since the Online Bank  uses new data sources, it may have created gaps between some data. 

Note that this is only a display problem and your credit card information remains  up-to-date in our systems. In this case, it is important to contact us so that we can rectify the situation as soon as possible. Email us or call us at 1-888-835-6281, options 2-1.

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.

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.

Why do my deposited amounts remain negative when the balance of my credit card is positive?

Note that this is only a display problem and your information remains  up-to-date in our systems.

If in doubt, please refer to your statement via the View my statement option.

Transfers

When I try to make a payment or transfer, the validation button remains grey and prevents me from finalizing my transaction. What should I do?

When your client card is declared lost or stolen, all attempted transactions in your new online bank will be blocked. We work to resolve the problem without you having to intervene.

In the meantime, please visit your old online bank and click on “My card has changed” to fill in your new information.

National Bank App

Sign in

NOTICE to users of Android and iOS devices

You may have to set the screen display when signing up for the new login page.
 

Android user?

You have to reduce the font size of your device: 

  • Go to Settings
  • Select Display
  • Click on Font size
  • Adjust the slider to adjust font size
  • The adjusted setting will save automatically
     

iOS user?

You have to reduce the text size of your device: 

  • Go to Settings
  • Select Display & Brightness
  • Click on Text size
  • Adjust the slider to reduce font. If this doesn’t work, go back to Display & Brightness, then click View and select Standard.
     

If the problem persists, email us or call 1-888-835-6281.

A message tells me that my app is no longer available. What should I do?

You must uninstall your current National Bank app and install the new version.

 For this you must:

  1. Uninstall your mobile app
  2. Open the App Store (Apple) or Google Play (Android)
  3. Download the National Bank app again

What should I do when I get the following error message on my tablet: "Access to the app is disabled. A new version of the National Bank app is available. You can download it now to manage your accounts more efficiently"?

To be able to access the app from your tablet again, uninstall and reinstall the app. Here are the steps:

  1. Uninstall the app by going to:
    Settings > Applications > Manage Applications > Click on National Bank application > Click Uninstall

    Note: If you do not uninstall the app before reinstalling it, you will have two versions of the app on your tablet. If this is the case, remove the app asking you to connect with your client card. Signing in to the new version of the app requires only your email address and password.

  2. Open your App store and search for “National Bank” to find the app.

  3. Click Install to download the app on your tablet.

  4. Once the app is reinstalled on your tablet, follow the steps to join your Online Bank.
     

Follow the tutorial to connect to the new version of your Online Bank.

If the problem persists, call us at 1-888-835-6281.

When I try to use the new transactional site or reset my password, I get a blank page. What should I do?

On iOS (version 9.3.5), some users arrive on blank pages when they perform actions such as migration or reset password.

In this case, we strongly suggest that you update your device. Otherwise, please change device to use the new transactional site or reset your password. You will then be able to return to your usual device and your National Bank app to perform your day-to-day operations.

When I try to sign in or reset my password, the following error message appears: “Sorry, a technical problem prevents us from processing your request. Please try again later (2101).” However, the information entered is accurate. What should I do?

This case occurs when the ‘change sign in email’ process is unfinalized. We are working to resolve this quickly. In the meantime, contact us at 1-888-835-6281, selecting option 2 then 1. An agent will be able to reactivate your profile.

The menu is not displaying correctly when I sign in. What should I do?

You may not see the usual menu options when you sign in. The menu should display the following options:

  • My accounts
  • Transfers and payments
  • Banking services
  • Offers and products
  • Investments
  • My settings

 

To correct the situation:

Android users:

  • In the app, swipe right to display the correct menu.
  • You can also try closing and reopening the app.

iPhone/iPad users:

  • Download and install the latest version of the app.

Accounts

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 when I try to send an Interac e-transfer®. What should I do?

Delete the recipient from your list and add it again.

When I make a transaction, sometimes my balance is updated but my transaction takes some time to appear. Is this normal?

We are working to optimize the speed of posting transactions. In the meantime, if you have not received an error message, it means that your transaction processed successfully. To verify, we invite you to click on another page and then return, or sign out and sign back in. The transaction will appear.

I do not see all my suppliers or all my upcoming payments in the application since the last update. Why?

To manage the memory and capacity of the mobile application, some post-dated payments or some providers will no longer appear on the list. This situation is not optimal for our users, we are working to improve it.

In the meantime, you can use the new online bank from your mobile device.

Credit cards

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

When I try to make a payment or transfer, the validation button remains grey and prevents me from finalizing my transaction. What should I do?

When your client card is declared lost or stolen, all attempted transactions in your new online bank will be blocked. We work to resolve the problem without you having to intervene.

In the meantime, please visit your old online bank and click on “My card has changed” to fill in your new information.

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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