This case occurs when the ‘change sign in email’ process is unfinalized. We are working to resolve this quickly. In the meantime, contact us at 1-888-835-6281, selecting option 2 then 1. An agent will be able to reactivate your profile.
Our online banking services are constantly evolving. If you encounter some problems, please follow these steps to carry out your transactions.
On this page
This case occurs when the ‘change sign in email’ process is unfinalized. We are working to resolve this quickly. In the meantime, contact us at 1-888-835-6281, selecting option 2 then 1. An agent will be able to reactivate your profile.
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.
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.
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.
Here are some steps and tips for you to take full advantage of our digital services.
If none of the solutions listed above work, email us or call 1-888-835-6281.
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.
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.
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:
iOS user?
You have to reduce the text size of your device:
If the problem persists, email us or call 1-888-835-6281.
You must uninstall your current National Bank app and install the new version.
For this you must:
This case occurs when the ‘change sign in email’ process is unfinalized. We are working to resolve this quickly. In the meantime, contact us at 1-888-835-6281, selecting option 2 then 1. An agent will be able to reactivate your profile.
Make sure you regularly update your National Bank app for a more secure and fluid experience. This will help prevent connection problems and slowdowns. Visit the App StoreTM or Google PlayTM to make your updates.
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.
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.
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:
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.
To manage the memory and capacity of the mobile application, some postdated 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.
® Adobe is a registered trademark of Adobe Systems Incorporated.
® Reader is a registered trademark of Adobe Systems Incorporated.
® The Interac and Interac e-Transfer are registered
trademarks of Interac Corp. Used under licence.
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, Google Play, Google Pay, and the Android logo
are trademarks of Google LLC.
The use of this trademark is
subject to Google’s authorization policy.
Your needs are important to us. If you encountered a problem that is not addressed on this page, please write us.
