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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 

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.

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.

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.

In the details of my account, I am unable to see the balance of my line of credit when it’s positive. What should I do?

On your new online bank, the notion of credit used represents the amount you have spent and not the available balance. If there is a positive balance, your credit will be $0.

You can see your actual balance by looking at your credit card details.

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.

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.

When the balance of my credit card is positive, my deposited amounts remain negative. Why?

Note that this is only a display problem and that your information remains up-to-date in our systems. We are currently working on solving the problem.

In the meantime, we invite you to refer to the old online bank to ensure the accuracy of your information.

Transactions appear in duplicate in the balance sheet of my credit card. What should I do?

We have noted that cash advances made via credit card and some travel transactions are duplicated in the balance sheet, or see their balance multiplied.

We are currently working to rectify this situation as soon as possible. In the meantime, to know the balance due on your credit card, we invite you to consult your current statement under the View my statement tab.

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.

Bills and payments

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

In your new online bank, under the Pay button, if you added a description in your provider details, this description will appear instead of your reference number.

We will adjust the feature soon. In the meantime, three solutions are available to you:

1) Delete the vendor description to display the reference number instead.

2) Access your invoices by clicking Bills instead of Pay.

3) Find the reference number in the My transactions tab of your online bank.

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.

I have not been able to sign in to the app since the last update. What should I do?

Certain Android and iOS users have not been able to sign in to the app since they performed the update.

 

To restore the situation, follow these steps:

  1. Sign in to the app from the National Bank website, app.nbc.ca.
  2. Follow the preceeding steps that will be asked of you.
  3. Sign out of your session.
  4. Try signing in to your app again.

 

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

Accounts

Why have my credit / debit cards not displayed correctly since the last update?

The latest update to the National Bank App may have resulted in temporary display issues. Note that your banking information remains up-to-date and secure in our systems. In the meantime, we invite you to refer to the old version of your online bank to verify your information.

Please report any problems by completing the form on the Help and Contacts page on the left menu of your new online bank, or using the secure form so we can remedy the situation. 

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 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.

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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