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More security for you

Our online banking system is safeguarded with the best security available in a commercial environment, ensuring that your information is protected while data is transmitted between your computer and our banking server.

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.

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.

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.

Sign up for online banking alerts to receive text or email notifications of important activity on your accounts. Alerts ensure you are the first to know of any suspicious activity or transactions. To sign up, log into online banking, navigate to Alerts and follow the on-screen steps.

The following alerts are available:
  • Personal Access Code Changed
  • New Bill Payee Added
  • Online Banking Account Locked Out - Incorrect Personal Access Code
  • Online banking login
  • Interac e-Transfer Recipient Added
  • New Message
If your debit card is lost or stolen, you can immediately prevent any unauthorized transactions by using Lock’N’Block; a self-serve card lock feature which allows you to lock your credit union debit card or block certain types of transactions using the Mobile App or Online Banking. When locked, all transactions are automatically declined, making fraudulent attempts to use the card online, by phone, at ATMs, or at retailers virtually impossible.

How it works:
  • Log in to online banking on desktop, using the mobile banking app, or using your mobile device's browser
  • Select Lock’N’Block under Account Services 
  • Select the card and features you want to disable or enable
  • Be sure to save your changes
If your card is lost or stolen, after using Lock 'N' Block to block tranactions, you will still need to report your card as lost and stolen by phoning 1-888-277-1043.
In instances where we have declined a highly suspicious attempted debit card transaction, a text message alert is sent to your mobile phone number on file to notify you.

To confirm the transaction is legitimate, reply to the text message with a Y and we will respond that you are safe to continue to use your debit card. To confirm the transaction is fraud, reply to the message with an N and we will secure your account and respond with instructions to contact your branch.

Fraud alert text messages will contain details about the transaction which was flagged, including the last 4 digits of the card, dollar amount and merchant name; however, we will never request for you to reply with account or other personal information or with instructions to click on a link.

If you do not wish to receive fraud alert text messages, you can opt out of alert notifications by replying to the next mssage as per the included opt-out instructions. Once you oprt out, you will no longer receive text message alerts; however, we will continue to monitor, and will contact you using your preferred contact method if we suspect fraudulent activity.
International Country Blocking is a preventive security measure and added layer of fraud protection applied to your credit union debit card. Fraud incidents are monitored globally and in individual US states in real-time, with blocks being applied to countries to states considered to be high risk. Once applied, your credit union debit card cannot be used to process transactions when used in blocked countries or states.

Travel Exclusion Service
To prevent interruptions in accessing funds when travelling outside of Canada, be sure to contact us with the dates and locations of your trip.  If you're unable to contact us by visiting us in-branch or by phone, send us an email and we will contact you to verify your travel details and confirm the travel exclusion has been applied.
 

Online Security Guarantee

In the unlikely event you experience a loss resulting from an online banking transaction which you did not authorize, we offer an Online Banking Security Guarantee, provided you have met your online security responsibilities. Read more below on how we protect you and about your security responsibilities.
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 to help prevent unauthorized access
  • Data encryption to help ensure your information is safe and secure
  • Around-the-clock monitoring to proactively help identify unusual member account activity and to maintain the quality of our systems.
You are automatically covered by the Online Banking Security Guarantee provided you meet your security responsibilities outlined 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 precautions you should take to help protect your informaiton and prevent loss:

  • You must maintain the care, control and confidentiality of your username(s) and passwords which you use to access your accounts. Usernames include your account number, personal image etc. Passwords include the passwords created to access your online banking, or any security questions set up as part of online banking access.
  • Ensure your browser and operating systems are up-to-date. Software updates often include fixes to keep your device more secure.
  • Avoid providing personal information online while using public WiFi, as these connections may not be secure.
  • Use anti-virus and anti-malware programs
We are not responsible for losses resulting due to your failure to meet your security responsibilities. Examples of failing to meet your responsibilities include situations where you:

  • Voluntarily disclose your account number or personal access code (PAC)
  • Carelessly or improperly handling, storing or disclosing your account number of personal access code.
  • Failing 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 occured in your account(s)
Be sure to check your account(s) on a regular basis to verfy that you have authorized the transactions which are shown. This can be done using statements you receive online or by mail, or by checking your transaction information through online or mobile banking.

We're always here to help

If you suspect there has been inappropriate activity in your account, you must notify us immediately by phone or by email. If you reach out by email, please ensure to only send your contact details 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 investigate fully.

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