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Icon online fixes

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.

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.

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 at telnat@nbc.ca 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.

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.

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. Write to us at telnat@nbc.ca 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.

In my balance sheet, I see pending transactions that have been billed but do not disappear. How do I delete them?

Some people may find themselves in this situation, especially for older transactions or when the posting period has been changed. This situation is not optimal for our users, we are working to improve it.

Note, however, that your information is up-to-date in our systems.

If in doubt, you can always view your current statement on the View my statement tab.

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 at telnat@nbc.ca 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.

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. What should I do?

Delete the recipient from your list and add it again.

From my iPad, the balance of my line of credit in my list of transactions is wrong. What should I do?

We are currently working to resolve this problem. In the meantime, update your app to help restore the situation.

Otherwise, we invite you to confirm your information using one of the three following methods:

  • Via the amount of Credit used at the top right of the same page
  • Via the web version of your Online Bank (app.bnc.ca on your browser)
  • By viewing your statement via the View my statement option

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 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 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.

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.

When I try to pay my supplier Revenu Québec, the reference number entered is always wrong. But it is the right number. What should I do?

This situation is temporary, we are working to restore it as soon as possible. In the meantime, simply change the capital letter at the beginning of the reference number to lower case. Your code will be accepted.

Note that updating your mobile app can also fix the problem.

When I schedule a post-dated payment with multiple occurrences, only the first occurrence is recorded. What should I do?

We are working to resolve the situation, and everything should function accordingly with your next app update.

In the meantime, we invite you to schedule your recurring payment on the web version of your Online Bank by visiting app.bnc.ca on your browser.

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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