Encryption

Internet encryption protects your information while it is in transit between your computer and our systems. Encryption ensures that data cannot be read or altered because the information is scrambled. Our online banking website uses a 128-bit SSL, encrypting both request and response transactions, through a secure connection. To establish a secure connection, verify that the prefix of our website address in your browser reads 'https' (and not simply 'http'). All the browsers we support meet this requirement. If yours doesn't, please download the appropriate encryption support from your browser's supplier.

Controlled Access to Your Accounts

Your accounts can only be accessed by providing the correct login credentials and Personal Access Code (PAC), which only you know. Our employees never know these details and will never ask you to provide them with this information.

Enhanced Security Login Process

The first time you log in to your online banking account, you will be asked to choose from a list of security questions and answers. Be sure to pick questions with answers that are not easy to guess. Use ones that only you know. If you have a joint account, the questions and answers for both users must coincide. You can register your home or personal computer so that you will not have to answer a security question every time you log in. However, when you log in to your account from another machine, we will ask one of the security questions to confirm your identity.

For security reasons, we track the number of login attempts used to access your online banking. After a number of incorrect attempts to provide the correct PAC or answers to security questions, your online access will be immediately disabled. To regain access, please call our customer service representatives.

Online Security Guarantee

In the unlikely event you experience a loss resulting from a transaction through an online banking, that you did not authorize, we offer an Online Banking Security Guarantee for account losses provided you have met your security responsibilities.

How we protect you:

We've made a commitment to keep your online transactions as safe as possible. The safeguards we’ve put in place to protect the security, privacy and integrity of your information during transactions include:

• Secure firewalls help prevent unauthorized access.
• Data encryption to help ensure that your information is safe and secure.
• Around-the-clock monitoring to maintain the quality of our systems and proactively help identify unusual member account activity.

Your security responsibilities

You are automatically covered by the Online Banking Security Guarantee provided you meet your security responsibilities in the member agreements you have with us.

The following documents address your responsibilities, and procedures for addressing unauthorized transactions:

• Personal Direct Services Agreement
• Small Business Direct Services Agreement
• Standard Terms and Conditions

You play a vital role in protecting your security when using online banking on a computer, mobile device or tablet. While we implement safeguards to protect the security, privacy and integrity of your information, there are important safeguards that you should take to help protect your information and prevent loss:

• You must maintain the care, control and confidentiality of your user name(s) and password(s) that you use to access your accounts.
  • User name includes your account number, personal image etc.
  • Personal Access Code includes the passwords created to access your online banking account(s), answers to security questions created to access your computer, mobile device or tablet.

• Ensure your browser and operating systems are up to date. Software updates often contain fixes to make software more secure.
• You should not provide personal information while using public WiFi as the WiFi connection may not be secure.
• Use Anti-Virus and Anti-Malware programs to help protect your computer, mobile device or tablet.
• Only install software from reputable companies and only install mobile applications from your mobile device's or tablet’s app store.

This is important:

We are not responsible for losses resulting from your failure to meet your security responsibilities. For example, where you:

• voluntarily disclose your account number or personal access code.
• carelessly or improperly handle, store or disclose your account number or personal access code.
• fail to notify us immediately in the event of the following:
  • loss, theft, misuse or compromise of your account number, personal access code, mobile device or tablet
  • if you suspect unauthorized activity has occurred in your account(s).

Be sure to check your account(s) on a regular basis to verify that you authorized the transactions that are shown. This can be done through statements you receive online or by mail, or by checking your transaction information.

We’re always here to help

If you think there has been inappropriate activity in your account, you must notify us immediately at 1-866-230-7700 or eastcoast@creditu.ca. Please ensure that when you contact us, if it is by email, you only send contact information and a brief description of the issue. Please do not include account numbers. We will follow up with you to determine the details of the activity and to fully investigate the matter.