System Outages - November 22, 2022

On November 22, our credit union experienced a disruption in banking services as a result of a data centre power loss from our technology provider. Our banking services, including online and mobile banking, ATM and POS transactions, as well as other banking services were unavailable during the disruption. This outage impacted most Manitoba credit unions. The technology provider immediately began restoration efforts, and banking services were fully restored by 11PM the same day. 

Please see below for information on impacts that these disruptions may have had on your services.

We truly apologize for any inconvenience this may have caused.

Frequently Asked Questions:

What was impacted?

Some of our services, such as banking system, website, online and mobile banking, and ATM/POS were impacted as our partner restored their systems. Our branches remained open to serve members as best as possible during this time.


Was this related to the system alignment or merger?

While our systems remained down, it is important for our members to know that the merger integration over the weekend for Access and the outage on November 22 were completely unrelated and truly unfortunate timing.


Have things been resolved?

Our vendor partner worked diligently to restore services and as of 11:00PM CST November 22, 2022, all services have been restored.


I’m a legacy Sunova member, does this affect me?

Legacy Sunova members were not affected by the outages yesterday. All payments, transfers, e-Transfers, etc. are not impacted for legacy Sunova members. If you encountered any issues, please contact our Member Solutions Centre or your local branch for investigation.

 

What happened to Interac e-Transfers®?

If you were unable to deposit an e-Transfer on November 22, 2022 you should be able to click on the e-Transfer link today to deposit the funds.

If you have Autodeposit® setup, you may have received the message:

We were unable to deposit <Amount> (CAD) sent to you by <Sender>.

Please contact your financial institution for further assistance.

If you have received this message, please contact the sender to cancel the e-Transfer and resend.

All other e-Transfer functions should be working as normal.

 

Did my bill payments go through?

Most bill payments made November 22, 2022 successfully went through on the same day. Some may have been delayed due to the service disruptions. If you incurred a fee as a direct result of this outage, please contact us to discuss.

 

Did my scheduled transfers go through (mortgage/loan payments, account transfers, etc.)?

Most scheduled payments made November 22, 2022 successfully went through on the same day. Some may have been delayed due to the service disruptions. If you incurred a fee as a direct result of this outage, please contact us to discuss.

Contact Us

If you have more questions about the outage or would like to inquire about a service charge reversal please contact us at the following.

Call us at 1.800.264.2926




Media Contact

Dawn Borges
VP, Marketing and Communications Access Credit Union
204.781.6163 dawn.borges@accesscu.ca
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