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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.

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 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.

Credit cards

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.

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

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 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.

Little details that matter

Legal notes

® Adobe is a registered trademark of Adobe Systems Incorporated.

® Reader is a registered trademark of Adobe Systems Incorporated.

® The Interac and Interac e-Transfer are registered trademarks of Interac Corp. Used under licence.

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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