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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 

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.

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.

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.

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. 

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.

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 fill out the form on the Help and contact page from the left-hand menu of your new online bank or use the secure form 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 fill out the form on the Help and contact page from the left-hand menu of your new online bank or use the secure form 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 fill out the form on the Help and contact page from the left-hand menu of your new online bank or use the secure form 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

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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