Frequently Asked Questions

Your Member ID is the new 9-digit number you will need to log into online and mobile banking to access your personal accounts.

For business or organization members, your Group Member Login ID is the new, 11-digit number you will need to log in to online and mobile banking to access your business or organization’s accounts. 

For security purposes, your Member ID was sent to you in a letter. If you misplaced or did not receive your letter, you can use the Member ID lookup tool, which is available on the login screen, or contact us for assistance.

Please note, this lookup tool is availble only for 4 weeks after the upgrades, works for personal accounts only, and only if the email address you use is the same as on your account.

The Member ID lookup tool is available on the login page of online/mobile banking for 4 weeks following system upgrades. To use the tool, enter the email address on your account and your former 8-digit Member Number. Your new Member ID will be emailed to you. If you do not receive an email, or if the lookup tool is no longer available, please contact us directly.

Your email address is key to using the Member ID lookup tool. If your emaill address was not on your account before the system upgrades, the lookup tool will not work.

Please note that the lookup tool will not work for business accounts. If you are looking for your Group Member ID please contact us for assistance.

Before attempting to log into online and mobile banking, you will need to remove any memorized accounts. Go to the "⚙️Manage Login Profile" and then click the🗑️garbage can icon to remove the saved profile. For mobile devices, such as a tablet or smartphone, you may need to uninstall and reinstall the app.

Next, enter your new, 9-digit Member ID (or 11-digit Group Member Login ID) and your existing Personal Access Code (PAC) to log in.

For mobile devices, such as a tablet or smartphone, you may need to uninstall and reinstall the app. To remove memorized accounts in online banking, go to the "⚙️Manage Login Profile" adn then click the🗑️garbage can icon to remove the saved profile.

Yes, you have a new 10-digit account number that can be viewable to you in online and mobile banking, on your statement, or by contacting us. Existing cheques, direct deposits, and pre-authorized payments you have set up will continue to work with your previous account number.

How to find your Account Number:
1. On your main dashboard "My Accounts", click on "Account Name" under the Account Summary section
2. Expand or click on the "+" icon to view details
3. Your "Account Number" will be listed for you

If you have attempted to use your new, 9-digit Member ID (or 11-digit Group Member Login ID) and existing personal access code (PAC), but cannot successfully log into online or mobile banking, please contact us or visit your nearest branch and we'd be happy to assist you.

For security purposes, if you have made three unsuccessful attempts to log into online or mobile banking, your account will be locked until 11:15 am the following day. Once the lockout period expires, please confirm your Member ID and personal access code (PAC) by contacting us or visiting your nearest branch before attempting to log in again.

For new pre-authorized payments and direct deposits, you should use your new 10-digit account number.

To understand the full scope of impacts, please review the Member Information Insert

Yes, you can easily rename your accounts by visiting the "My Accounts Dashboard," where you'll see all your accounts listed under your profile. To rename an account, simply click on the three dots under the "Actions" column, and select "Rename Account" from the dropdown menu.

No, your transaction history will not return to your accounts' "Account Activity" section. To view your transaction history from before the upgrades, please view your e-Statements in online banking or talk to your branch if you require a copy of your account transaction history.

Your statements during the month of our system upgrades will be delivered in two documents: one summarizing the final transactions withing the old system and a second summarizing the transactions within the new system.

You can link and view your East Coast (Collabria) credit card to the bottom of the Account Summary screen in online banking. Click on the three dots in the top right corner of the section and follow the steps.

After the system upgrades, you will need your new account number in place of your "Account Type" to access our TeleService® telephone banking. You can find your new account number in your online or mobile banking, on your statement, or by contacting your branch.

When you first use the new telephone banking system, you will be prompted to use your New Member ID and existing Telephone Access Code (TAC). Please listen carefully to the menu options before making a selection as the menu has changed. If you experience any issues, please contact us.

If you are a business who used online banking before the system upgrades, it is important that you accept the "Small Business Banking" upgrade and review and accept the "Direct Services Agreement" after you log into your online banking for the first time. This will allow you to setup your additional features. If you have any questions, please contact us directly.