The Better Way Forward

1. Complete your initial log in to the new system. There are instructions below to walk you through this process. You will need to use the following pieces of information:

   1. Member Card number (19-digit number on the front of the card) or the assigned number if provided to you by CUA in a letter dated July 29, 2024.

   2. Date of birth.

   3. Email address or mobile phone number.

2. Establish any alerts that you had set up in the previous system and / or new alerts that you would like to receive by either email or text message using our step-by-step guide [Online banking / Mobile app]. These alerts are related to your banking transactions or online account security.

3. Set up your Interac e-Transfer profile to be able to send or receive e-Transfers using our step-by-step guide. This re-set is required in the new system and entails providing your name, email address and mobile phone number that will be associated with any e-Transfers you send or receive.

4. Input any Interac e-Transfer contacts / recipients that you saved from the previous online and mobile banking system. This will enable you to send e-Transfers to those individuals or organizations. You can follow our step-by-step guide to add contacts.

5. If it’s a feature you’d like to use, enable the Interac e-Transfer autodeposit feature so that any received e-Transfers are automatically deposited into your account, without the need to answer a security question from the sender. You can follow our step-by-step guide.

1. How will CUA be helping me with the new system?

We appreciate that change can be challenging, and we are here to assist you as you begin to use the new system. We know that there will be questions and need for additional support. We have prepared for this requirement by increasing the number of representatives responding to calls in our Customer Contact Centre and have extended the Centre’s hours during the weeks of August 19 and 26.  We also have extended the hours in all branch locations, with dedicated retail and commercial staff who will hold an in-person session if requested by a member so that we can walk you through the log in process and answer any questions. 

2. I am worried that I’m not going to be able to figure out how to do my normal transactions in the new system. Are you able to help me understand how it works?

Yes, we are here to help! Above, you’ll find a number of step-by-step guides that walk you through logging in to the new system and performing common transactions. If you require more personalized service, you can meet with one of our branch staff who can walk you through the log in process and answer your questions. You will need to bring your own device (mobile phone, tablet or laptop computer) for this session.

You can book a session by visiting CUA’s Online Booking Website. Within the Services categories, select “Other Services” and then “Online Banking Setup”. When prompted, select an “In Person” appointment, then choose your preferred branch location and select from the available dates and times provided. Enter your contact details and then complete your booking by clicking “Book Appointment.”

3. What information will I need to log in to the new online and mobile banking system?

For you to log in for the first time, you need the following information:

1. 1. Member (debit) card number (19-digit number on the front of your card) or assigned number. An assigned number has been issued to certain members who do not have a Member card or are an online banking user of a business or community account. This information was provided in a letter that was mailed to them on July 29. If you fall into this category and did not receive the letter, please contact us at 902.492.6500.

   2. Date of Birth.

   3. Email address or mobile phone number.

To access the new online banking system, you will log in by clicking on the green link in the top right-hand corner of this page’s menu bar that says, “Sign in”. We have prepared step-by-step instructions [Online banking / Mobile app] showing you how to log in for the first time. 

4. Can you tell me what has not changed?

Great question! There are many things that have stayed the same. There is no change in the following aspects of your banking with CUA:

• Your member / debit card.
• Your credit card.
• Your member account number.
• Your bank account number(s).
• Your cheques.
• Direct deposits you receive.
• Pre-authorized payments you have set up.
• Automated Funds Transfers (AFTs) you have scheduled.
• Bill payees setup.
• Stop payments you have put in place.
• Account nicknames you assigned.

5. Are there any changes to my banking alerts?

Yes. Your account alerts are specific notifications that you receive by either email or text message when certain actions are taken within your account. This is for items like when a new Payee or Interac e-Transfer contact is added, when your Personal Access Code (PAC) or password has been changed or if you have a new message within online banking.

As communicated since June and as outlined in the Member Action List, your online banking alerts did not transfer into the new system. We have prepared a step-by-step guide [Insert link] to help you set up your new account alerts. We are pleased to advise that you now have a larger selection of alerts available in the new system, which will make it easier to manage your accounts. You can choose how you would like to receive these alerts: by email, text message or push notification from the app.

6. Have there been any changes to my Small Business delegates?

As communicated since June and as outlined in the Member Action List, your Small Business delegates did not transfer into the new system. If you had appointed delegates for your Small Business accounts, you will need to set them up again after you have logged in for the first time. You can follow our step-by-step guide.

7. Are there any other changes that specifically impact small business accounts?

As communicated since June and as outlined in the Member Action List, there are two specific Canada Revenue Agency (CRA) bill payment accounts which did not automatically transfer into the new system. Specifically, this is for payments set up for CRA GST/HST Amount Owing Remittance (RC 159) and CRA GST/HST Interim Payments Remittance (RC 160).

You will need to set up your payee information again for these two accounts specifically before you can begin making payments.

Additionally, you are no longer able to download your bill payment history (prior to August 16, 2024) through online banking. However, you can obtain this same history through your MyCRA account at any time. 

8. As a business member, can I connect QuickBooks with my CUA online banking?

Yes. To connect QuickBooks with your online banking, complete your first time log in to the new online and mobile banking system. Please note that if you use the QuickBooks system, that system will not allow the consolidation of profiles feature that is available in the online and mobile banking system. If you have already consolidated your profiles, please disconnect them and then proceed with connecting QuickBooks. For assistance disconnecting your profiles, please refer to our step-by-step guide on Profile Consolidation.

Once you have successfully logged in for the first time, you can make the connection by performing the following steps:

1. 1. Log in to QuickBooks from the Dashboard and select your CUA account.

2. 2. You will see an error message. Click on this and then enter the username and password that you created for the new online and mobile banking system.

3. 3. Repeat the above steps for each of your accounts. (e.g., if your business has three accounts, you will need to click on each of the three accounts, re-entering your username and password each time).

If you experience any issues with the connection process, please report it directly to QuickBooks.

9. Did anything happen to the information that was in my old Online Banking account?

Yes. As communicated since June and as outlined in the Member Action List, you are no longer able to view your historical data prior to August 16, 2024, through the online banking system, which includes your past bank statements and summary of recent account activity. However, this information is available to you by calling CUA’s Customer Contact Centre at any point in time, and our staff will be happy to provide you with a copy of anything you need. You can reach the Customer Contact Centre by calling 902.492.6500 or emailing us at info@cua.com. 

10. What will happen to my tax receipt slips?

As communicated since June and as outlined in the Member Action List, the e-Documents feature which allowed you to see your tax documents (e.g., T4RSP, T5, RRSP Receipts) is not integrated with our new online banking system. However, this data is available to you by calling CUA’s Customer Contact Centre at any point in time, and our staff will be happy to provide you with a copy of anything you need. You can reach the Customer Contact Centre by calling 902.492.6500 or emailing us at info@cua.com.

11. What has happened to any Interac e-Transfers that I had previously sent?

As communicated since June and as outlined in the Member Action List, if you sent an Interac e-Transfer prior to 6:00 p.m. on Friday, August 16 that hasn’t yet been accepted by the recipient, you will not be able to see this as a pending transfer once you log in to the new online banking system. This means that you will not be able to make any changes to the pending transfer, including canceling it.

If you would like to cancel the pending transaction, you will need to ask the intended recipient for their help. They can decline the transaction and the funds will be returned to your account. If they take no action, the Interac e-Transfer will expire 30 days after you sent it, and the funds will be returned to your account.

If you have sent a transaction that is pending, but it does not require any changes, then you don’t need to take any action. The recipient can accept the transfer whenever they have an opportunity to do so within 30 days. 

12. What has happened to my Request Money via e-Transfer?

As communicated since June and as outlined in the Member Action List, any Request Money sent via e-Transfer prior to the system change was required to be actioned by the recipient by Friday, August 16 at 6:00 p.m.  If the individual tries to action it now, the request will not process. After you log in to the new online banking system for the first time, you can initiate a new Request Money e-Transfer. 

13. Have any of my Interac e-Transfer settings changed?

Yes. As communicated since June and as outlined in the Member Action List, if you had previously set up the Autodeposit feature (which means any of your deposits received by Interac e-Transfer will be automatically deposited into your account), it has not carried over into the new online banking system. You will need to turn this feature on again after you log in to the new online banking system for the first time.

If you received an Interac e-Transfer while the system was not available, you would have received a notification by email or text message, depending on what you had chosen in your Interac settings. You will need to manually accept this Interac e-Transfer once you are able to access the new online banking system.

14. Are there any changes in what I can do at an ATM?

As communicated since June, there is only one minor change with the bill payment functionality, which is no longer available at the ATM.  This function was only used by 120 members.  All other aspects of the ATM Service stay the same.  CUA has lots of convenient ways to pay bills, including through the online and mobile banking platforms as well as in branch. You can continue to use the ATM in the same way you did prior to the system change for things like withdrawing cash, depositing your funds or transferring money between your accounts. 

15. Am I still able to use the Inter Credit Union (ICU) service?

The ICU service enabled CUA members to go to a branch of another credit union in Atlantic Canada and do banking transactions at the counter with a teller. In a letter dated March 8, 2024, we communicated to members who used this service in the last year to advise that it would no longer be available starting on August 16. We also sent a reminder of this change in a letter dated June 19, 2024.

Our improved banking system is not connected to other credit unions and therefore, in-branch transactions at non-CUA branches will not work. The vast majority of these transactions include withdrawing or depositing cash, depositing a cheque or making a transfer between accounts.

There are other ways to get much of the same service. For example, you can use the ATM and withdraw up to the limit available through your Member / debit card, and you can also deposit cash or cheques or transfer money between your accounts. We also have a great feature through mobile banking called “Deposit Anywhere” which allows you to deposit a cheque by taking a photo of it with your phone. Through our online and mobile banking, you can also easily pay bills or transfer money.

Please contact us if we can assist with ensuring your banking activity continues to work for you.

16. How will I access the new online banking system or mobile app?

You can choose to log in through online banking or through the mobile app.  Here are the instructions: 

Log in through Online Banking

1. 1. To access the online banking system, click on the green link in the top right-hand corner of this page’s menu bar that says, “Sign in”. This is what it looks like: 

      

1. 2. You will be asked to enter your Member (Debit) card number. If you are a personal member who has a Member card, enter the 19-digit number from the front of this card. If you have received a letter with an assigned number, enter the assigned number here. 

1. 3. You will then be asked to walk through setting up a profile. Enter your date of birth and either your mobile phone number or email address. These must match the information on your account profile. If they do not match or are not on file, you will receive an error message directing you to contact CUA. Before contacting us at 902.492.6500, please try both your mobile phone number or email address.  

1. 4. If the information matches, you will be prompted to enter an authentication code which will be sent to your mobile phone number or email address that you entered above. 

1. 5. After successfully entering the authentication code, you will be asked to select a new username and password. The username should be something you will easily remember, as you will use it to sign into online banking from now on. 

1. 6. You will see a summary screen outlining your name, new username, concealed password and mobile phone number or email address. If you are satisfied with the information, click “Create user profile”. If you need to make changes, you can click “Cancel” and re-enter your information. 

1. 7. You can now proceed to log in to the new online banking system using the username and password you have just set!

 Log in through the Mobile App

If you use the mobile app with an iOS (Apple) device, your app will automatically update to the new version the first time you open it on or after August 19. If, for some reason it doesn’t, you can manually delete the current version of the app and download the new app via the App Store. You can do so by opening the App Store and typing “CUA mobile banking” into the search bar. Alternatively, you will be able to use the direct link in the footer of the website below. This is what it looks like:

If you access the mobile app on an Android device, manually delete the current version of the app and download the new app via Google Play / Play Store. You can do so by opening the Play Store and typing “CUA mobile banking” into the search bar or use the direct link in the footer of the website below.

Once you have the new version of the app, create your user profile by following the steps above, starting with Step 2. 

17. If I don’t have a Member (debit) card, how do I log in for the first time?

If you don’t have a Member (debit) card or an assigned number, which was provided to certain members in a letter mailed to them and dated July 29, 2024, please contact us as so that we can address this issue. You can call our Customer Contact Centre at 902.492.6500 or email info@cua.com. 

18. I have multiple memberships. Will I still have multiple online banking login credentials?

One of the great benefits of the new system is that you will have one set of login credentials to the new online and mobile banking system. All of your memberships, products and services are tied to you as an individual, therefore, you’ll be able to access them all through the online banking system. This means that you will be able to get a complete view of all of your CUA banking at once, and you won’t have to remember multiple usernames and passwords.

The exception to this is if you have both personal and business memberships. These will remain separate as there are certain functions within online banking that can only be used by businesses and not individuals, or vice versa. This avoids confusion and streamlines your online banking experience, ensuring your can completely your online banking transactions efficiently. However, should you choose to do so, you can link your personal and business online banking profiles within the system so that you can easily toggle between them. 

19. In my online banking I’m seeing an account I don’t remember seeing in the old online banking system.  Why is that?

One of the benefits of the new online and mobile banking system is that data is organized by each person or organization. You will have a single profile which shows all of your personal CUA accounts, including any joint accounts, and one for each organization on which you are a signor.

Additionally, you can use profile consolidation to link your personal and organization accounts, so that you can easily toggle between them. For assistance in consolidating your profiles, please refer to our step-by-step guide. Because you can see all of your accounts through a single online banking profile, you won’t need to remember multiple login credentials. This makes it faster and more convenient to review your accounts or perform transactions. Please note that if you plan on connecting QuickBooks to your online banking, you should not consolidate your profiles. The QuickBooks system does not enable this consolidation feature.

If you’re seeing an account that you don’t recall, it is likely that this is a joint account that you may not regularly access.

Once you have successfully completed your first-time login to the new online and mobile banking system, we recommend reviewing your accounts to ensure everything is in order. If you do have any questions, you can call our Customer Contact Centre at 902.492.6500.

20. Do I still need to use 2-step verification each time I log in?

You no longer need to use 2-step verification every time you log in to online banking or the mobile app. Instead, the new system focuses security measures on the specific actions and activities that that security experts have identified as having a higher risk of occurring in cases of unauthorized access. That means you will be asked to enter an authentication code that is sent to your email or mobile phone whenever you undertake one of the following 13 activities:

• 1. First Time Login.

  2. Add a Payee.

  3. Update Contact Information.

  4. Change a Password.

  5. Reset a Password.

  6. Perform an Intermember Transfer.

  7. Set up Autodeposit for Interac e-Transfer.

  8. Add an Interac e-Transfer recipient.

  9. Manage your Interac e-Transfer profile.

  10. Fulfill a Request for Money.

  11. Use the ‘Forgot Username’ function.

  12. Add a Delegate (Business Members).

  13. Delegate Login (Business Members). 

21. Are there any changes to my pre-authorized payments?

A pre-authorized payment (PAP) is a convenient way to make a recurring scheduled payment where the funds are taken directly from your account. It is arranged directly with the biller, and the agreement includes the amount to be withdrawn, how often the payments are withdrawn and from which account the funds should be taken. PAPs are commonly used for rent or mortgage payments, utility bills or RRSP contributions.

In CUA’s old online banking system, a default setting was in place so that when a PAP was withdrawn and your designated account had insufficient funds, the system would automatically search for available funds in your other accounts.  This ensured you didn’t go into overdraft, which is when you don’t have enough money in your account to cover a transaction. When you go into overdraft there is a $5 fee per month plus interest on the overdrawn balance.

As communicated since June, in the new online banking system this setting is not the default. You will need to adjust your PAP settings to enable an automatic transfer from another account in case of a shortfall. You can also select which accounts should be used in this scenario, which gives you more control over how each of your specific accounts is used.

Additionally, you are no longer able to place a stop payment on a PAP directly through online banking. This was a feature that was rarely used and is not part of the new online and mobile banking system. If you do require a stop payment on a PAP, please call our Customer Contact Centre at 902.492.6500 and they will be happy to perform that on your behalf. 

22. Are there any changes to my existing bill payees

No. Your existing bill payees have automatically transferred into the new online and mobile banking system. You will not need to manually input them as you do with Interac e-Transfer contacts / recipients.

23. What if I had different bill payees under different memberships? Have they all transferred to the new system?

Yes. All of your existing bill payees have automatically transferred into the new online and mobile banking system, including those from different memberships and joint accounts. In the new system, all of your memberships, products and services are tied to you as an individual, and you’ll be able to see all of your information under one amalgamated account. Additionally, if you are a parent with a joint membership on your child’s account, any bill payees set up under their account will be visible to you. If this applies to you, please ensure you take extra care when selecting the payee for bills such as utilities or telecom, as there may be multiple variations linked to individual accounts. If you would prefer, you can quickly delete these bill payees by navigating to the ‘Transfers & Payments’ menu, clicking on ‘Manage Payees’ and then clicking the trash can icon next to the bill payees you no longer require.

The exception to this is if you have both personal and business memberships. These will remain separate. However, should you choose to do so, you can link your personal and business online banking profiles within the system so that you can easily toggle between them. For assistance in consolidating your profiles, please refer to our step-by-step guide.

24. Are there any changes to my mortgage or loan payments?

For members that have their property taxes paid together with their mortgage payments, these have been withdrawn in one single payment and CUA has remitted the amount of your taxes to the Municipality. Beginning August 16, you will now see these as two separate transactions on your banking statements – one for your mortgage payment amount and one for your property taxes.

Similarly, if you pay HST together with a lease loan, after August 16, you will see these as two separate transactions on your banking statement.

This gives you greater visibility into your transactions and you can be confident that the correct amount is being paid for your taxes.

25. Am I able to access information on my Collabria credit card within the new online system?

Until July 12, 2024, there was a feature in the old online banking system that allowed a member to access their Collabria credit card account through the online banking platform. After July 12, this direct access was replaced by a link that directed you to the login page for Collabria’s CardWise portal. This change was initiated by Collabria and is not related to CUA’s new online and mobile banking system.

CUA is working with its new online and mobile banking system provider to re-introduce this integrated access into the online banking system as well as making it available in the mobile app. The addition of the mobile app is an improvement over the most recent model which was only available through online banking. The current estimated timeframe for implementation is some time in 2025.

In order to access your credit card account and related information, you can use Collabria’s CardWise or MyCardInfo portals. CardWise is for personal accounts or businesses with an individual pay structure (this means that each cardholder in the business receives a unique bill). MyCardInfo is for businesses with a consolidated pay structure (this means that all of the cardholders in the business share a credit limit and the business receives a single bill for all of the accounts). We have placed prominent links to these from your account overview screen within online banking (this is the first screen you see after you log in) so you can access them easily.

26. I have heard that in the new system I can download a void cheque. How do I find that?

Yes! We are very excited about this new feature which allows you to easily download a void cheque for setting up a Pre-Authorized Payment or payroll deposit. In online banking, you can simply hover over “Accounts” in the menu bar and then select “Download void cheque.” In the mobile app, click on the “Activity” within the bottom menu bar and then select “Download void cheque.” We have prepared step-by-step instruction guides to show you how to do this on both online banking and the mobile app.