Important Reminder: There is a notable increase in fraud activity throughout the province.
Please be cautious of unexpected emails from agencies or organizations asking to click links and/or update information. Learn how to identify and prevent fraud.


Interac
e-Transfer® issues
: Some members may be experiencing e-Transfers issues with Autodeposit and sending/receiving transfers.
Our digital banking vendor is investigating the root cause to resolve this matter. In the meantime, please see our e-Transfer troubleshooting for temporary solutions.

Where you need us to be—at home, on the go, right at your fingertips.

We upgraded our digital banking experience as part of our promise to be where you need us to be by putting the best available banking technology in your hands.

Now that we've made it through our banking system integration and upgrade together, our top priority is to help empower you to achieve full control over your finances through our new platform—and feel nice and comfortable doing so!
On this page, we've compiled all the tools and resources you'll need to learn how to use the new platform and its nifty features so you can wield the power of digital banking with confidence. 



Ready to dive into digital? Let's go!

Whether you're a self-directed visual learner or prefer the human touch, we have you covered with our digital banking resources. Browse our resources by the following categories and formats:



Step by Step: Tutorials and Instructions

From logging in for the first time to sending transactions to adjusting settings, we have self-directed step-by-step instructions to help you complete all the most common digital banking tasks on the new platform.

Personal Digital Banking

Learn about the features and benefits of personal digital banking with interactive tutorials and step-by-step instructions.

Business Digital Banking

Learn to manage your business finances with step-by-step instructions and interactive tutorials.

New Features & Benefits

Explore the brand new features of our new banking platform, and rediscover familiar features in a new light...

Frequently Asked Questions

We've compiled the most common questions about Personal and Business banking below.
Don't see your question answered? Contact us and we'll help you out!

Personal Banking

If you’re having trouble logging in, the most likely reason is that you haven’t logged in to online banking or the mobile app for quite some time. For your security and protection, we deactivate accounts that are not being used. To regain access, call us at 1.800.264.2926.
Two-factor authentication is an electronic security function in which a user is granted access to a feature or transaction only after successfully providing two distinct forms of identification. Once you use your password to log in to online banking or the mobile app, we use authentication codes as an added layer of security for key transactions. These codes are sent to your email or mobile phone and must be input into the platform when prompted.
First, check your spam or junk folder. If you don’t find it, wait for 10 minutes before you click "Resend the Code" on your confirmation screen to try again. If you end up receiving 2 codes, use the latest one that was sent to you. 
You can sign in using your debit card number in place of your username and you can contact us to assist with recovering your username.
No, once you’ve chosen a username, you won’t be able to change it.
In online banking go to Settings, click Password and follow the instructions.

In the mobile app, navigate to the menu, select Settings then tap Password and follow the instructions.

You must have a valid mobile phone number or email address on file to complete this action.
Yes, you will need to either download or update a new app.

iOS Users
If you use the mobile app on an Apple device you will need to update the app in order to access online banking starting June 17th. The app will need to be updated manually if you do not have automatic updates set up. If you do have automatic updates set up and this isn't working for you, please delete the app and re-download. You can find the app by searching "Access CU" in the app store or by using this direct link.

Android Users
If you use an Android device you will need to install the new app on the Google Play Store. Search for “Access CU” or by using this direct link.

There is no mobile banking app needed for tablets. Starting June 17th please use the website to access online banking from your tablet.
Please note, the mobile app will not be available for smart watches, iPads, or tablets when we launch. However, you can access online banking through your device’s browser.
Yes, you will be able to continue to use your mobile app to deposit cheques remotely. Today, you select Deposit Anywhere™, but in the new platform, you’ll choose Mobile Deposit to deposit a cheque remotely.
If you would like to get started with digital banking before we launch to our new platform, simply call us at 1.877.700.2736 or visit one of our branches. We will set you up with a temporary Personal Access Code (PAC). You will use this PAC, along with your 16-digit MEMBER CARD® debit card, to log in for the first time. Then, follow the prompts to accept our Direct Service Agreement (DSA) and choose a new password. For more details, ask for our Online and Telephone Banking brochure when you call or visit a branch.

Business Banking

The consolidation feature works a little bit differently with the new system and you won’t be able to view your consolidated memberships until you have completed a few steps. You will have to start by completing your initial sign in for each membership separately. Once you have completed the onboarding process for all your memberships, you can then consolidate them as required. Once you have completed this step, you will be able to sign in once, and switch between any of your consolidated profiles as needed. 
One person who has signing authority for the accounts will create a username for the delegate when adding them to the membership. After this, a temporary password will be sent to the signer to enter into the system. Once the delegate is set up, they will use their new sign in information and they will be prompted to create their own unique password the first time they sign in.
Delegates can initiate transactions, but not authorize or complete them. If the business account requires two approvals, the delegate can create a transaction, and then two signers will have to sign in to approve it.
If you have your membership set up as requiring two-signer approval for transactions like bill payments and Interac e-Transfers®, you can approve the transaction within digital banking.
  1. Sign in to digital banking
  2. From the menu, click Business Services > Review Pending Transactions
Note: You can sign up to receive alerts when there is a pending transaction requiring approval. Please note that transactions expire after seven days.

Troubleshooting Tips

No worthwhile transformation happens without some growing pains, and some features are still in development.

If you've noticed something not quite working the way it's intended to, please check this section for troubleshooting tips. We've done our best to provide temporary workarounds and alternative solutions wherever possible. 

Challenge
Status
Solution
Last Updated
Mobile app in Google Play: It may take some time for the new app to appear at the top of app store searches. Available Fix
The mobile app is available in Google Play at this direct link.

TIP: Please help other members find the app by rating/recommending it!
June 17, 2021
iOS Mobile app: members receiving an error message when accessing the app on an iOS device. 

Available Fix
The Apple app will need to be updated manually if you do not have automatic updates set up:

If you do have automatic updates set up and this isn't working for you, please delete the app and re-download. You can find the app by searching "Access CU" in the app store or by using this direct link
June 17, 2021
Mobile app: Availability on iPad, Apple Watch, and Android tablets.  Available Fix Access online banking from the browser on your device. June 17, 2021
Mobile app: Supported Mobile Devices and Operating Systems Available Fix Android OS version 5 and up; iPhone OS version 11 and up. June 21, 2021
Verification Code: Not received Available Fix Before anything else, first check your spam or junk folder. If you don’t find it, click “resend code” on your confirmation screen to try again. Wait for 10 minutes to receive before asking for a second code. If you receive 2 codes, use the last one you received. June 22, 2021
Challenge Status Solution Last Updated
Locked out of account: If your authentication code has been locked, you will be prompted to select "Forgotten Password?" Please note: This is not an accurate error message. You need to contact us to unlock your online banking profile. Under Investigation Call us at 1.800.264.2926 to unlock your account. June 17, 2021
Supported browsers Available Fix Latest version of Google Chrome, Safari, Firefox, Microsoft Edge, and Opera are all supported. Internet Explorer browser is not supported.  June 21, 2021
Verification Code: not received Available Fix Before anything else, first check your spam or junk folder. If you don’t find it, click “resend code” on your confirmation screen to try again. Wait for 10 minutes to receive before asking for a second code. If you receive 2 codes, use the last one you received. June 22, 2021
Challenge Status Solution Last Updated
Favourite Account: When members first log into the new platform, the default favourite account will be the last account opened.
Available Fix To change your favourite account, click Accounts > Customize Accounts > Star the desired Favourite Account and click Save. June 17, 2021
Challenge Status Solution Last Updated
e-Transfer: cannot see history N/A Unfortunately, because of the way the systems were set up, e-Transfer history did not transfer over into the new platform. June 17, 2021
e-Transfer: Members will see two options for Access Credit Union when accepting an Interac e-Transfer. Resolved
Choose Access Credit Union to accept an Interac e-Transfer. If you choose Z. Access Credit Union, you will receive an error message.

If you’ve selected Z. Access Credit Union in error, please reaccept the transfer and choose Access Credit Union.

The second option will be removed by July 17th.
June 17, 2021
Autodeposit issues: An error may occur when a recipient has enabled Autodeposit for only one contact method (mobile phone or email), but an e-Transfer is sent to both their mobile phone number and email. Available Fix For best results, please choose only one contact method for your e-Transfer recipients. June 17, 2021
e-Transfer: profile and recipient list did not come over
N/A
If you had a pending e-Transfer left on your account after June 16 at 7:00 p.m. CDT, the system will eliminate your profile and recipient list.

The pending e-Transfer itself remains outstanding for up to 30 days. If not actioned in that time, it will be canceled and funds will be returned to the sender.
June 17, 2021

e-Transfer: accepting an e-Transfer for the first time

Resolved
The first time you receive an e-Transfer, you will need to re-select Access Credit Union from the drop-down list to access the new platform and deposit your funds. Any subsequent e-Transfers can be completed by selecting our logo. 
June 18, 2021
Challenge Status Solution Last Updated
e-Transfers: e-Transfer profiles are defaulting to the signer’s name instead of the business name. This results in an error with Interac when an e-Transfer is sent and the funds are not deposited. Resolution Coming This issue does not impact Autodeposited e-Transfers. We recommend utilizing the Autodeposit feature until this is rectified within 10-21 days after launch of the new platform. June 17, 2021
Delegates: The delegate sign-in history is no longer available and the delegate username is incorrect in Profile Details.

NOTE: Though your delegates didn’t come over to the new platform, this issue applies only after they’ve been added again.
Resolution Coming
Under My Access > Sign In History, sign-in history displays for both the signer and the delegates but does differentiate between who signed in when.

Profile Details will display your delegate’s unique number code but not the username. Please note that the delegate usernames are correct under Password. This only impacts Delegates.

Issue resolution is in progress. Additional details will be shared when available.
June 17, 2021
CRA Payments: Payments that were scheduled for after June 16th did not carry forward. Available Fix Reset these payments again in the new platform. June 17, 2021
e-Transfers: e-Transfers not being released Resolved

If you receive a high volume of e-Transfers in a short time frame (such as collecting multiple payments of rent) will have transfers blocked by other financial institutions as fraud protection. This is because our new platform causes these to be seen as new transactions. Please advise your senders to contact their financial institutions to release the funds. This issue will only happen once at which time the e-Transfer relationship is established.
June 18, 2021
Pending Transactions: Pending transactions timing out. Resolution Coming Pending transactions that require a second signature are timing out after one day instead of 7 days. This is a known issue that our partners are investigating. In the meantime we suggest that business members set alerts for any pending transactions. July 2, 2021
Feature
Description
Options
Mobile app availability on iPad, Apple Watch, and Android tablets Manage your banking transactions in a tablet-optimized app Access online banking from the browser on your device
Consolidated view for Credential® and/or Qtrade accounts View your Credential or Qtrade investments in Access online banking
This feature is in development!

In the meantime, you can access your Credential accounts by logging in at aviso.ca/login
Signing up for Apple Pay in the Access CU mobile app Feature that allowed members to set up Apple Pay within the Access mobile banking app
This feature is in development!

In the meantime, please sign up for Apple Pay using Apple Wallet
LOCK'N'BLOCK™ Feature that locked or unlocked your debit card access for certain transaction types
This feature is in development!

In the meantime, please lock your card by calling us at 1.800.264.2926.

You can also set up account and security alerts to monitor account activity.
Sign up for CRA direct deposit Featured that allowed members to sign up for CRA payments within online banking
Register for direct deposit by logging in to your CRA MyAccount
Cheque ordering Feature that allowed members to order cheques through online banking Call us at 1.800.264.2926 or visit a branch to order new cheques
Investment receipts Feature that allowed members to view and print investment receipts
This feature is in development!

In the meantime, please contact us at 1.800.264.2926 to obtain a copy for your records.
Calculators Calculators for determining things like household budget, mortgage payments, debt repayment, etc. Visit accesscu.ca > Resources for a list of available calculators
*BUSINESS MEMBERS ONLY*
Delegates & e-Transfers
Previously, delegates were able to accept e-Transfers on behalf of the organizations.
This feature is in development!

Signers will have to accept e-Transfers on behalf of the business in the interim.
Printing transactions
Previously, when transactions were printed, debits and credits were denoted in separate columns. The new platform shows all transactions, whether debits or credits, in one column.
This feature is in development!

In the interim, debits can be distinguished by a minus sign. For example, - $0.63.
Text Message SMS Banking
The ability to send text messages to check your account balance. 
This feature is in development!

In the interim, download your Access CU mobile app to complete your day-to-day banking.
Rates in Mobile App The ability to view current rates in the mobile app. View our most current rates at accesscu.ca/rates. 


Interac e-Transfer® Known Issues and Troubleshooting

Some members may be experiencing e-Transfers issues with Autodeposit or sending/receiving transfers.

Our digital banking vendor is investigating the root cause to resolve this matter. In the meantime, please see our e-Transfer troubleshooting below for temporary solutions.

When you open an email or webpage to accept an e-Transfer, your default financial institution will appear as a logo at the top.

For the first time after our June 17th digital banking upgrade, you may see the old Access Credit Union logo set as your default. If you click this you may see a 404 error message because it links to the old platform.

Solution:

To set the new platform as your default for receiving e-Transfers, you will need to:

  1. Hit the “Select a different financial institution” button.

  2. Select your province from the "Select Province or Territory" dropdown.

  3. Re-select Access Credit Union from the "Select Credit Union" drop-down list to deposit your funds.
Any subsequent e-Transfers can then be completed by selecting our logo at the top of the email or page.



accepting etransfers
An error may occur when a recipient has enabled Autodeposit for only one contact method (mobile phone or email), but an e-Transfer is sent to both their mobile phone number and email.

Solution: The Autodeposit feature will work best if you select only one contact method (either mobile phone or email but not both) for your recipients.
Business Digital Banking delegates are still unable to accept e-Transfers on behalf of their businesses. This is a known issue with our digital banking vendor. At this time, only business signers on the account will be able to accept e-Transfers for the business account. 


Get Support

Need help navigating the new platform and can’t find your answer here? No problem, we’re here to help.


Please note we are experiencing higher-than-normal call volumes today.

For quicker service related to post-upgrade digital banking support only, please call the dedicated line at 1.877.700.2736.

Any inquiries requiring changes to account information will need to use our regular Member Solutions Centre number at 1.800.264.2926.
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