Notice: If you are a merchant processing transactions through PSP Services Inc. or PSiGate, we will no longer be your acquiring financial institution as of August 5, 2024. For questions, please email [email protected]
Attention: Si vous êtes un commerçant et effectuez des transactions par l'intermédiaire de PSP Services Inc. ou de PSiGate, veuillez prendre note qu'à partir du 5 août 2024, nous ne serons plus votre institution financière acquéreuse. Pour toute question, veuillez envoyer un courriel à [email protected]

Account FAQs

Peoples Trust General Questions

1. Where is Peoples Trust Company Located?

Peoples Trust Company
100-888 Dunsmuir Street
Vancouver, BC V6C 3K4

2. How should I contact the Deposit Services department?

If you need to contact the Deposit Service department, here are a few options:

A. Phone us at 1-800-663-0324 (toll free) or 604-331-3465 during business hours from Monday to Friday 5:00am to 4:30pm (PST).

B. You can e-mail us at [email protected].

C. If you are in the downtown Vancouver area you can visit our retail location at 100-888 Dunsmuir Street between 10am and 3pm

3. Is Peoples Trust a member of the Canada Deposit Insurance Corporation (CDIC)?

Peoples Trust Company is a member of the Canadian Deposit Insurance Corporation (CDIC).  The products offered through Deposit Services are eligible for coverage. To calculate coverage, please visit the CDIC calculator.

For further information contact CDIC at 1-800-461-2342 or www.cdic.ca.

4. Is your website secure?

Our top priority is to provide a safe and secure means of accessing our online services. We respect your concerns regarding confidentiality and integrity and have ensured the appropriate safeguards have been implemented. These include: Encryption – Upon accessing this site, all information that you send to us is transmitted over the Internet in an encrypted fashion preventing outsiders from reviewing the information in transit. We use 256-bit SSL encryption to ensure your data remains confidential and unaltered. Firewalls – We have implemented multiple layers of firewalls to ensure that your data remains inaccessible to outsiders. Once your information has been received by our servers, it is protected by our internal systems and is only allowed to be accessed by internally authorized employees. Monitoring – We continuously monitor the health and operation of our security systems and are prepared to take immediate action if required. Our systems are audited to ensure they conform to the latest industry best practices thus ensuring we have implemented the best available security to protect your information.

5. Where can I view your Terms and Conditions?

Click here to view our Terms and Conditions

6. Where can I view your Privacy Policy?

Click here to view our Privacy Policy

General New Customer/Account Information Questions

1. How do I open a new account?

  • On this site, click on Purchase a Deposit
  • Complete the online application and submit
  • Print the Deposit Confirmation page for your records, a confirmation email will be sent to you as well.
  • Mail your preprinted personal cheque, made payable to yourself, with your deposit confirmation number written on the front to:

Peoples Trust Company
100-888 Dunsmuir Street
Vancouver, BC V6C 3K4

2. I am a new customer, what can I use as acceptable identification to open my deposit account with Peoples Trust?

Peoples Trust’s Acceptable Government-Issued Photo Identification List includes, but is not limited to the following: click here

3. I have received an email to open my account, however I cannot access the one-time code email, or I have received the one-time code several times. 

  • If you are using an Android device, the one-time code link within the email received should be opened in the default android browser and not the mail application browser.
  • This can be done while selecting the one-time code option and holding down the button for a few seconds. This should generate a small pop up with options to open in a new browser/tab

OR

You can click the one-time code option in the mail application and then click on the ellipsis (3 dots) on the top right-hand corner of the screen and select open in browser (chrome)

  • Both these options create a separate session that can be entered and exited from so you can open the one-time code from the email, return to the session and enter.

If the above does not resolve the issue, we recommend you access the email from a desktop/laptop or if the issue persists please call us (Vancouver: 604-331-3465, Toll Free: 800-663-0324).

4. I have just opened a new account with Peoples Trust, where should I mail my cheque?

Mail your pre-printed personal cheque (made payable to yourself) to:

Peoples Trust Company
Suite 100
888 Dunsmuir Street
Vancouver, BC
V6C 3K4

In the memo area of the cheque, please record your confirmation number. Please note that we will use this cheque to set up an external link to your financial institution.

5. Why do I need to send a personal pre-printed cheque from my external bank to open my new account?

You must provide us with an encoded, pre-printed personal deposit cheque from your External Account. This cheque allows us to protect the security of your Account and to link your Account with your External Account. The cheque for your External Account must clear to establish this link.

6. Why do you need my Social Insurance Number to open an account?

Peoples Trust Company is required by the Canada Revenue Agency (CRA) to obtain and verify your Social Insurance Number.

7. How long will you hold funds on my new deposit?

Click here for our hold policy.

8. Can my business or other organization open an account at Peoples Trust?

Peoples Trust Company deposit products are available for personal use only at this time.

9. I am not a resident of Canada; can I open an account at Peoples Trust?

Peoples Trust Company deposit products are available for Canadian Residents only at this time.

10. Can I set up an account for my children?

Peoples Trust Company will accept deposits from children who have reached the age of majority in the province in which they reside.

11. How do I change my address?

If you have online banking:

  • Log into your online banking
  • Click on My Profile
  • Select Change Address
  • Fill out form and submit

If you do not have online banking please send us a written notice, including your name, account numbers, and new address, by email to [email protected] or by mail to:

Peoples Trust Company
Suite 100
888 Dunsmuir Street
Vancouver, BC
V6C 3K4

12. How do I close an account?

To close an account Peoples Trust requires written notice, sent by email to [email protected] or by mail to:

Peoples Trust Company
Suite 100
888 Dunsmuir Street
Vancouver, BC
V6C 3K4

13. How do I add/delete external banking information?

You will need to provide us with a void cheque to add additional external links to your financial institutions. We will use your initial cheque when you open your account to establish an external link. If you want to delete external banking information; this can be done by logging into your online account and deleting the link.

14. Once I apply for an account, where do I log in? Where do I get a password for login?

Once you have applied for an account, you will be provided a Reference # for your application. You will not have a log in until we receive your documents for account opening. Once your account is opened, then you will receive an email with your login information.

15. What does Transfer from other FI mean?

Transfer from other FI” option means that you are transferring an existing registered plan such as a TFSA or RRSP, from another Financial Institution into Peoples Trust. *This is not a new contribution. For new contributions, please select “mail cheque” option.

16. Why do I need an e-savings account when I am opening a GIC?

A GIC will require an e-Savings account to access your GIC funds upon maturity. 

17. Why do I need an application for a registered product if I have an e-savings account with you already? Can I just open a registered product in online banking?

If you currently do not hold any TFSA or RRSP products with us, as an existing client, we still require an application as you open your first Registered Product with Peoples Trust Company. There are additional questions and specific terms and conditions relating to Registered products that cannot be completed via online banking.

 

 

Guaranteed Investment Certificate (GIC) Questions

1. How do I open a GIC account at Peoples Trust?

• On this site, click on Purchase a Deposit
• Select GIC and choose a term using the drop down menu
• Complete the online application and submit
• Print the Deposit Confirmation page for your records, a confirmation email will be sent to you as well.
• Mail your preprinted personal cheque, made payable to yourself, with your deposit confirmation number written on the front to:

Peoples Trust Company
Suite 100
888 Dunsmuir Street
Vancouver, BC
V6C 3K4

2. What is the minimum deposit?
Minimum deposit for GICs is $1,000.00.

3. What happens to my GIC at maturity?
If instructions for the maturing GIC are not received by 2:00 PM on the date of maturity the principal and interest will automatically renew for the same term at the posted rate in effect on the maturity date. After the renewal you will have 10 business days to either cancel the transaction or change the term of your account.

4. What are the current GIC rates?
Click here to view our current rates

5. What happens if I need the funds from my GIC prior to maturity?
Our GIC’s are not redeemable prior to maturity. If you think you will require funds prior to the maturity date, you may want to take advantage of our high interest Peoples Choice e-Savings account.

6. How do I give maturity instructions for my GICs that are coming up for maturity?

To provide maturity instructions, please call our customer service line toll-free at 1-800-663-0324 or 604-331-3465. Unfortunately we cannot accept maturity instructions online or via email. For the protection of our clients, we need to identify our clients over the phone before making any changes on accounts.

 

Registered Retirement Savings Plan (RRSP) Questions

1. How do I open a RSP account at Peoples Trust?

Click here to proceed to opening an account. 

Select RSP from the dropdown menu and complete your application online. Once you have submitted your application, you’ll receive an email with further instructions to complete your account opening. 

2. Who qualifies to invest in an RRSP?
All taxpayers with earned or eligible income can invest in RRSPs in their own name at any age up to the end of the year in which they reach age 71. This includes self employed persons as well as employees and certain non-residents taxable in Canada.

3. What is my contribution limit?
Click here for CRA’s contribution limit chart.

For more information on contributions limits and other RRSP topics, visit the Canada Revenue Agency’s web-site at www.canada.ca/en/services/taxes

4. Can I contribute to my spouse’s RRSP?
Yes, however the contribution cannot be more than your RRSP deduction limit for the year.

5. What happens if I over contribute to my RRSP?
Generally you have over-contributed if your unused contributions are more than your RRSP deduction limit on your Notice of Assessment or Notice of Reassessment plus $2,000.00. Revenue Canada will charge you a penalty of 1% per month on the over-contribution amount until it is removed from the plan.

6. What is the RRSP contribution deadline?
Contributions must be made in the taxation year or within 60 days after the end of the year. Contributions made after the first 60 days of the year may be deducted only from that year’s income.

7. Can I withdraw from my RRSP?
If at the maturity date of the RRSP, you wish to withdraw a portion or the entire plan, you will be subject to a withholding tax as outlined by Revenue Canada Taxation.

8. What is withholding tax?
When funds are withdrawn from an RRSP, the annuitant is subject to a withholding tax as outlined by Revenue Canada Taxation. The higher the amount withdrawn the higher the tax withheld.
See below for withholding tax rates:

Amount Federal Tax*
Up to $5,000.00 10%
$5,000.01 to $15,000.00 20%
Above $15,001.00 30%

*for all provinces excluding Quebec

9. How can I transfer my existing RRSP’s to Peoples Trust?
RRSP’S can be transferred from one institution to another by completing a Transfer Authorization Form (this now replaces the former Revenue Canada T2033 transfer request). For further information please contact Peoples Trust at 800-663-0324 (toll-free line) or 604-331-3465 calls within B.C.) or email us at [email protected].

10. What is the Homebuyer’s plan?
The Home Buyers Plan enables individuals who have not owned a home in any of the past 5 years to withdraw funds from their RRSP to purchase or build a home. The maximum amount that can be withdrawn is $20,000 and the funds must have been in the RRSP account for a minimum of 90 days. For more information, visit the Canada Revenue Agency web site.

11. What is the minimum deposit?
The minimum deposit for an RRSP GIC is $1,000.00.

12. What happens to my RRSP at maturity?
If instructions for the maturing RRSP are not received by 2:00 PM on the date of maturity the principal and interest will automatically renew for the same term at the posted rate in effect on the maturity date.

13. What are the current RRSP rates?
Click here to view current rates

14. Do you charges RRSP transfer fees?
Peoples Trust Company does not charge any fee to transfer RRSP’s to or from another Financial Institution.

15. Is my RRSP covered by CDIC?
CDIC provides separate protection for deposits held in registered retirement savings plans.

To calculate coverage, please visit the CDIC Deposit Insurance Calculator.

For further information contact CDIC at 1-800-461-2342 or www.cdic.ca.

16. My RRSP GIC is maturing, can I deposit to a RRSP Savings? What are my options?

Currently we do not have a RRSP Savings product. At maturity, you will need to decide whether you wish to renew the RRSP, change the length of term, withdrawing the RRSP via Home Buyers Plan/Life Long Learning Plan, deregister the RRSP (withholding tax applied), or transfer your RRSP to another Financial Institution.

17. What is the difference between a RSP and RRSP?

A RSP is a retirement savings plan which includes a number of different accounts that you can use to save for retirement such as TFSA. A RRSP is a registered retirement savings plan also used to save for retirement and is registered with the Federal Government. 

18. Does Peoples Trust Company have Registered Retirement Income Fund (RRIF) accounts?

Peoples Trust has partnered with OneVest Management Inc. (“OneVest”) to assist Peoples Trust clients who need RRIF products and services. For more information, please visit your member direct online banking profile and select “RRIF Products” on the left hand navigation menu, or contact us at 1-800-663-0324.

19. What happens to my RRSP at age 71?

Government regulations require that all individuals reaching age 71 must transfer their Retirement Savings Plan funds to a Retirement Income Fund prior to the end of the year that they turn 71. We will mail and phone customers turning 71 to remind them of our partnership with OneVest, who can assist with Retirement Income Fund products and services. However, if you choose to transfer your Retirement Savings Plan funds to a Retirement Income Fund at another financial institution, no penalties will incur as a result of the transfer.

Tax-Free Savings Account (TFSA) Questions

1. How do I open a TFSA at Peoples Trust?

• On this site, click on Purchase a Deposit
• Select Tax Free Savings Account or select Tax Free Savings Guaranteed Investment Certificate and choose a term using the drop down menu
• Complete the online application and submit
• If the payment method selected is “Transfer existing TFSA from another institution”, please print the Direct Transfer Form. Mail the completed form, along with a statement copy of the existing TFSA, to the address listed below.
• If the payment method selected is “Preprinted Personal Cheque”, please mail your cheque, made payable to yourself, with your deposit confirmation number written on the front to:

Peoples Trust Company
Suite 100 – 888 Dunsmuir Street
Vancouver, BC
V6C 3K4

• Print the Deposit Confirmation page for your records, a confirmation email will be sent to you as well.

2. What is a Tax Free Savings Account?
The Tax-Free Savings Account (TFSA) allows Canadians to save tax-free throughout their lifetime. Each calendar year you can contribute up to a specific amount determined by the CRA and enjoy the benefit of not being taxed on any interest earned.

For further information visit the Canada Revenue Agency website www.canada.ca/en/services/taxes

3. Who qualifies to invest in a TFSA?
An Individual who is 18 years of age or older, is a Canadian Resident and who has a valid Social Insurance Number is eligible to open a TFSA.

4. What types of TFSA products do you offer?
Peoples Trust Company offers a variable Tax Free Savings account as well as 1-5 year non redeemable TFSA GIC’s .

5. What is the contribution limit for a TFSA?
The TFSA contribution limit for a given year includes:

• Your annual contribution limit (currently $6,000.00)
• Any unused contribution room from previous years
• Any withdrawals made from your TFSA in the previous year

Peoples Trust does not monitor your contribution limits and it is each individual’s responsibility to keep track of their contribution limits. Please note that your contribution limit applies to all financial institutions. For more information regarding your personal contribution limits check with Canada Revenue Agency www.canada.ca/en/services/taxes

6. Can I withdraw from my TFSA?
An individual is allowed to make withdrawals from their TFSA, however all withdrawals made in the current year cannot be replaced until the following calendar year.

7. How can I transfer my existing TFSA to Peoples Trust?
TFSA’s can be transferred from one institution to another by completing a Direct Transfer Form. Please refer to “How do I open a TFSA at Peoples Trust” question. For further information please contact Peoples Trust at 1-800-663-0324 (toll-free line) or 1-604-331-3465 (calls within B.C.) or email us at [email protected].

8. What is the minimum deposit?
The initial minimum deposit into a TFSA is $1,000.

9. What are the current TFSA rates?
Click here to view current rates

10. What is the difference between a Successor Holder and a Beneficiary?
A Successor Holder must be your spouse or common-law partner and they will take over your account in the event of your death. The TFSA will be transferred to their name.
A Beneficiary can be any individual, including your spouse or your estate. When your TFSA has a beneficiary, in the event of your death the funds are paid to the beneficiary outside of the TFSA.

11. Do you charge TFSA transfer fees?
Peoples Trust Company does not charge any fee to transfer TFSA’s to or from another Financial Institution.

12. Is my TFSA covered by CDIC?
CDIC provides separate protection for deposits held in tax free savings accounts.

To calculate coverage, please visit  the CDIC Deposit Insurance Calculator.

For further information contact CDIC at 1-800-461-2342 or visit www.cdic.ca.

Registered Retirement Income Fund (RRIF) Questions

1. Who is OneVest?
Peoples Trust Company has partnered with OneVest Management Inc. (“OneVest”) to assist Peoples Trust Company clients who need RRIF products and services. OneVest Management Inc.is registered as a Portfolio Manager in each of the provinces and territories of Canada, and as an Investment Fund Manager in the provinces of Alberta, Ontario, Quebec, and Newfoundland and Labrador. For more information, please visit your member direct online banking profile and select “RRIF Products” on the left-hand navigation menu, or contact us at 1-800-663-0324.

2. How do I open a RRIF account?
You can open a RRIF account with OneVest by logging into your member direct online banking profile and clicking on the link provided on our RRIF notice. Once inside the application, you can request a transfer from an existing RRSP by clicking “Invest” and selecting “External account” for your transfer type. If you have any questions, you can contact our support team who would be glad to help you through this process.

3. What are the fees shown on my online banking regarding RRIFs?
Your RRIF is subject to OneVest’s discretionary management fee on assets under management. You can find the records for fees charged on your RRIF under your account activity on the OneVest platform.

4. Are the transfers processed automatically or is a cheque sent from PTC to OneVest?
As Peoples Trust Company does not use an Account Transfer Online Notification (ATON) system, we mail a cheque to transfer your RRSP at Peoples Trust Company to a RRIF at OneVest. Please note this can take up to 20 business days to process from the time you initiate the transfer.

5. Who are my investments held with?
Assets in your OneVest accounts are held with CI Investment Services Inc., a registered investment dealer in each province and territory of Canada, a member of the Canadian Investment Regulatory Organization (“CIRO”, formerly known as the Investment Industry Regulatory Organization of Canada [“IIROC”]) and the Canadian Investor Protection Fund (“CIPF”).

6. If I need to speak to someone about what my RRIF is invested in, who can I speak with?
OneVest provides a discretionary managed account service, which means that a registered portfolio manager at OneVest is responsible for making investment decisions on your behalf. The investments included in your portfolio are selected based on your investment objectives, risk tolerance, financial situation, time horizon, and other suitability factors. While you are free to choose between different portfolio themes, your suitable level of risk is determined by OneVest, based on the information you provided during account opening. As Peoples Trust Company is not a registered portfolio manager, we unfortunately cannot provide advice on your investment with OneVest. However, we will help arrange a phone call or video meeting for you and a registered portfolio manager to help answer any questions you may have.

7. On what date does my RRIF withdrawal take place?
While you can specify any date starting in the year after you create your RRIF, payments will be withdrawn annually, semi-annually, quarterly, or monthly starting on that date.

8. How much am I required to withdraw from my RRIF Account?
RRIF accounts are subject to a minimum withdrawal amount, which is calculated based on your age and the market value of your RRIF account as of the beginning of the year. You can find more information on minimum withdrawal amounts here.

While you can specify any withdrawal amount you wish, requesting an amount less than your minimum will result in the request being revised to meet at least the minimum withdrawal amount.

Peoples Choice e-Savings Account Questions

1. How do I open a Peoples Choice e-Savings account at Peoples Trust?

• On this site, click on Purchase a Deposit
• Complete the online application and submit
• Print the Deposit Confirmation page for your records, a confirmation email will be sent to you as well.
• Mail your preprinted personal cheque, made payable to yourself, with your deposit confirmation number written on the front to:

Peoples Trust Company
Suite 100 -888 Dunsmuir Street
Vancouver, BC
V6C 3K4

2. How do I deposit funds into my Peoples Choice e-Savings account?
Funds can be deposited into your account by electronic transfer of funds from your externally linked account or by mailing us a cheque.

3. What is the minimum deposit?
There is no minimum deposit for the Peoples Choice e-Savings account.

4. Can I pay bills from this account?
We do not offer bill payments at this time.

5. How do I access funds from this account?
In order to access your funds from your account you can initiate an electronic transfer of funds to your externally linked financial institution.

6. What are the fees on my account?
Peoples Trust does not charge any fees for the Peoples Choice e-Savings Account.

7. Will the interest rate change?
The interest rate on the Peoples Choice e-Savings account is variable and subject to change. The interest is calculated daily and paid monthly.

8. Can I transfer funds to more than one external financial institution?
One of the features of our online banking system is the ability to have multiple externally linked financial institutions. You will need to provide us with a VOID cheque for each account that you would like to add.

Statement Questions

1. How often will I receive a statement?
Monthly statements will be available for all your products in the online banking platform.

2. How do I view my statement online?
To view your e-statements online, log into your online account and select the e-Statement button. Then select “Click here to download your statement”, you then can select and open the statement you would like to view.

3. Can I download my statement into Personal Financial Management Software?
Yes, you are able to download account activity to a number of Personal Financial Management Software programs including Quicken, Quickbooks, Microsoft Money and Simply Accounting. You are also able to download to a Comma Delimited or PDF file.

To do this, go to Account Activity, indicate the accounts you wish to download and the date range then select Advanced Options where you will select what types of transactions you want to download and the format.

4. How do I dispute a transaction on my statement?
You are required to notify Peoples Trust of any errors or omissions in this statement within 30 days of the statement date. If no errors are reported within this timeframe, the statement will be considered correct. If you have any questions regarding your statement, contact us at 604-331-3465 or 1-800-663-0324 or email us at [email protected].

Tax Documentation Information Questions

1. Will I receive a tax receipt for funds credited to my RRSP?
RRSP tax receipts are issued for new contributions and TD2 transfers. Tax receipts for the current year will be mailed to clients by February 28th of the following year. Tax receipts including the first 60 days of the following year will be mailed to clients by March 15th of that year.

2. I have a joint account, why is only one Social Insurance number listed on the T-5?
The T-5 form supplied by the Canada Revenue Agency (CRA) provides space for the primary owner. The interest earned can be reported by any of the registered owners. For further information check with CRA www.canada.ca/en/services/taxes

3. I have misplaced my tax documentation, can a duplicate be sent?
If you require a duplicate of any tax document we produce please contact us during regular business hours at 604-331-3465 or 1-800-663-0324 or email us at [email protected].

Online Banking Questions

1. How do I set up my online banking?
After we have set up your account, we will provide instructions via email that will walk you through the online activation procedure.

  • Click “Sign In”.
  • Enter your new customer number
  • Enter the temporary password provided
  • Follow the prompts
  • Note: Your password must be a minimum of 9 and maximum of 30 characters and must include both an upper and lower case letter, one number and one special character.

2. I forgot my password, or I am locked out of online banking. What do I do?
If you have forgotten your password or locked yourself out of online or mobile banking, you can reset it if you have successfully enrolled in 2- Step verification. If you have not enabled 2-Step verification, please contact us during regular business hours (Monday to Friday 5:00am to 4:30 pm PT) at 604-331-3465 or 1-800-663-0324.

To reset your password, follow these steps:

  • Select “Forgot Password” on the login screen
  • Enter in your customer number and date of birth
  • Select continue
  • The 2-step verification code will be sent to your selected method of contact
  • Enter in the code you have received
  • Select continue
  • Verification Code Successfully Validated will be displayed
  • Select continue to proceed
  • Enter in your new password. Your password must be a minimum of 9 and a maximum of 30 characters. It must include an upper and lower case letter, one number and one special character from the following characters @#$-|’!
  • Select continue
  • Successful password reset screen will be displayed.
  • Click “Go to login” to return to login screen to login with new password.
  • If you experience any issues, please contact us during regular business hours (Monday to Friday 5:00am to 4:30 pm PT) at 604-331-3465 or 1-800-663-0324

3. What do I do if I forget my security questions?
If you have forgotten your security questions please contact us during regular business (Monday to Friday 8:00am to 4:30 pm PST) hours at 604-331-3465 or 1-800-663-0324

4. What can I do with my online account?
• Check your current balances
• Transfer funds internally
• Transfer funds to external financial institutions
• View your transactions
• View your statements online
• Download activity to your accounting software

5. Are there fees for online banking?
Peoples Trust does not charge any fees for online banking.

6. Can I set up scheduled and recurring transfers?
Scheduled and recurring transfers can set up easily by logging in to your online account and selecting the Transfer button. Simply specify the date range and the frequency of the transfer. You also will have the ability to review all your transfers online.

7. Can I transfer funds to another Financial Institution?
Transfers can be made to and from your other Financial Institutions. First we need you to provide us with a Void cheque to establish a link to your other bank accounts and then you can log in to your online account and transfers funds at any time. Select the transfer button and complete the transfer information required.

8. Why am I getting a message to reset my Password?
If you have not changed your Online Banking Password in the last 2 years you will be asked to reset your password in Online Banking. If you are logging into the Mobile App, you will be asked to go to Online Banking to update your password first.  

9. What is 2-Step verification?
2-Step verification is an extra layer of security to log into your online banking to protect you and your account information. 2-Step verification will replace the security challenge questions. This additional step in the sign in process authenticates you and further secures your login credentials and account information.

10. How does 2-Step verification work?
In addition to your customer number and password, you will be asked to enter in a code that we will send to you via text message or email, whichever method you prefer.

11. Am I required to enroll in 2-Step verification?
You can select “Not Now” to skip enrollment however there is a grace period. Once the grace period is finished, you will be required to enroll to login.

12. How do I enroll in 2-Step verification?
To enroll in 2-Step verification, follow these steps:

  • On the initial login page, enter your customer number and password
  • For new clients logging in for your first time, you will be required to acknowledge the Direct Services agreement and change your password to proceed
  • Next, you will be prompted to enroll in 2-Step verification
  • Select your preferred contact method by entering in your contact information.
  • A verification code will be sent to your preferred contact method. If you choose not to enable 2-step verification at this time, you can select Not Now. However, you will be prompted to enable this each time you login, so we strongly encourage you to enable this enhanced security feature
  • The Verification code is only valid for 10 minutes, if the code is entered after the time has expired, you will need to request a new code
  • Enter in your verification code and select continue
  • Enrollment complete will be displayed indicating 2-Step verification has been successful
  • Select continue to login into online banking
  • If you experience any issues, please contact us during regular business hours (Monday to Friday 5:00am to 4:30 pm PT) at 604-331-3465 or 1-800-663-0324

13. I did not receive the verification code. What do I do?
If you have not received your verification code, you can select to have it resent to you again. We also recommend checking the contact method information entered. If the contact method information was entered incorrectly, this can be updated from Online or Mobile Banking.

14. Can I enroll in 2-Step verification in Mobile Banking?
Yes, you can enroll in 2-Step verification in Mobile Banking.

15. How do I update my 2-Step verification contact methods?
If you wish to update your contact methods for 2-Step verification after enrollment, follow these steps:

  • Login into Online Banking
  • Select Profile and Preferences from the menu options (or settings if updating your contact methods in mobile banking)
  • Select Change 2-Step Verification information
  • Update your contact information
  • If you are adding a new method of contact, a verification code will be sent to the selected method to complete enrollment again
  • If both methods are entered, you can delete or remove one. You cannot delete or remove both as one contact method needs to be active for 2-Step verification.
  • If you experience any issues, please contact us during regular business hours (Monday to Friday 5:00am to 4:30 pm PT) at 604-331-3465 or 1-800-663-0324
GICs

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e-Savings

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