Digital Banking Support Centre

You’ll be guided through a one-time setup to create your new digital banking profile. You’ll create a new username and password and complete a two-step verification process to confirm your identity. To receive your verification code, your email address or phone number must be up to date.

Usernames in the new digital banking experience must meet the following criteria:

• Between 6–32 alphanumeric characters
• Must include alphabetic letters
• Does not include spaces
• May include numbers or special characters (optional)
• Username must not include the following special characters: /&<>”‘*?
• Not more than 3 repeated characters

Passwords in the new digital banking experience must meet the following criteria:

• Between 10–50 characters
• Minimum 1 letter
• Minimum 1 number
• Minimum 1 special character
• Minimum 1 uppercase and 1 lowercase letter
• Not more than two identical characters in a row
• Passwords must not include spaces or the following special characters: / & < > ” ‘ * ?

Two-step verification happens more frequently during your first login, when you switch devices or when you take higher-risk actions. This helps to protect your account. You may notice more prompts in the beginning while the platform learns your typical login behaviour. Saving your phone, tablet or computer as a preferred device will reduce how often you’ll complete two-step verification.

Most likely it’s because your contact information on file (email or phone number) is outdated, incorrect or missing. Please call our Relationship Centre at 1.888.741.1010 or visit your nearest branch so we can update your information.

You can start using the new digital banking experience on Tuesday, November 3, 2026. Make sure to read this web page carefully so you know how to prepare. Business members in particular need to complete the 4 steps to prepare prior to November 3rd to avoid losing information about delegates, consolidated accounts and pending transactions.

Keep an eye on your mailbox and email inbox for more information coming soon!

You don’t have to use digital banking to manage your finances. However, if you choose to bank digitally, you’ll need to use the new digital banking experience. Once it launches, the existing platform will be retired. To continue banking online or through the mobile app, you’ll need to complete the one-time setup.

You can complete your first-time login using either the app or a desktop computer, whichever is most convenient.

However, we recommend you complete your first-time login on a desktop or laptop computer. These devices are more likely to have up-to-date software, which reduces security and performance risks. Completing your first-time login is also an easier and more efficient process when using a full-size keyboard and a larger screen.

Finally, the first-time login process will take around 8 minutes and you’ll need to complete the process from start to finish in one sitting, you won’t be able to save and come back to where you left off. Make sure you set aside some time to complete the process. Once you’ve logged in, you’ll see a familiar layout and be ready to do your banking.

Some things will feel familiar, while others will require setup when you first get started:

• You’ll create new login credentials (username and password)
• If you use account alerts, you’ll re-establish your preferences
• Cell phone and tablet users will download the new app
• You won’t be able to change your contact details (phone or email address) for 30 days after the first time you login to the new digital banking experience, unless you call us at 1.888.741.1010 for assistance. After the 30-day period, you can change your contact details as often as you need to.
• Business members will set up account delegates, including their level of access, and re-consolidate any connected accounts
• At first you won’t be able to connect your Collabria credit card to view your balance inside digital banking. This feature will be provided at a later date. You can view your credit card balance and monitor your spending using Cardwise (personal credit cards) or MyCardInfo (business credit cards)
• Learn more: What’s Changing and What Isn’t

You told us you want better digital tools, and we’re listening. We’ve built a stronger foundation so we can bring new banking features to you faster, guided by your feedback. Benefits include:

• Lock debit card and ATM transactions when misplaced, with Lock’N’Block®
• Include remittance details with your e-Transfers, such as invoice and contact information
• Nickname your bill payees to stay organized
• Check Qtrade Guided Portfolios® investment account balances
• Unlimited delegates for business members
• More consolidated memberships for business members (5 per signer)
• And more to come…

Yes. Once the new digital banking experience arrives on Tuesday, November 3rd, the existing app will no longer work. You will need to download the new mobile app from the Apple App Store^® or Google Play™ store. Remember to complete your first-time login on a desktop computer or laptop first.

Yes. For security reasons, biometric login—such as fingerprint or Face ID on supported devices—will need to be set up again after you download the new app. Biometric login is optional. You can choose to log in using your password instead.

The app works on iOS 15 or later for Apple (iOS) devices, and Android 7 or later for Android devices.

At first you won’t be able to connect your Collabria credit card to view your balance inside digital banking. This feature will be provided at a later date. You can still manage your credit card using Cardwise (personal credit cards) or MyCardInfo (business credit cards).

Yes. Your existing bill payees and Interac e-Transfer® contacts will automatically transfer and be available in both desktop digital banking and the app. Note, if you previously had set recurring or scheduled bill payments, you’ll need to set those up again.

Yes, the Interac settings you had in the previous digital banking platform, including Autodeposit and your e-Transfer recipients, will transfer over to the new digital banking experience.

Yes. Your scheduled or recurring bill payments and transfers will be moved over to the new digital banking experience for you. For example, if you had scheduled your internet bill to be paid on the 15th day of every month, you’ll see that same scheduled bill payment was set up for you in the new digital banking experience.

The ability to add a nickname to a bill payee is only an option when you are adding a new bill payee.  You will need to delete and then re-add your existing bill payee if you’d like to nickname them.

You can set up Wise as a bill payee within online banking, as outlined in the instructions here.

The new digital banking experience has strong security measures to protect your information and accounts, including two-step verification, enhanced login requirements, improved fraud monitoring and built-in safeguards aligned with accessibility and security standards.

During times of change, scammers may try to appear legitimate by using fake “help” messages or alerts, look-alike websites and our brand visuals—and then ask you for your login or account credentials. 

As a member, you have the first opportunity to prevent scammers from obtaining your personal or account information. If you are contacted by phone, email or text in a way that sounds urgent, offers unsolicited help, includes warnings, or asks for login or account credentials (including your password and username), follow this guidance:

• Contact us using our published channels or visit a branch to validate any suspicious calls or messages you receive: 1.888.741.1010.
• Never share your username, password or account credentials—we won’t ask for this information. And don’t provide a One-Time-Passcode to anyone who asks you for this over the phone, unless you’re verifying a call you’ve initiated to our Relationship Centre. 
• Don’t click on links in an email until you have checked that the email sender is:
  @cccu.ca
• Be cautious of look-alike websites. Instead of clicking on links in web searches, type cccu.ca directly into your browser and bookmark our official website.

Report any suspicious messages to us via the contact form on this website. If you suspect you may have clicked on a suspicious link, contact us using our official phone number 1.888.741.1010 (Monday-Friday 8am-7pm, Saturday 8:30am-4pm). Outside of business hours, call 1.877.877.4006.

Take the time now to learn how to protect yourself from fraud and how to spot phishing scams.

Older phones and tablets can pose a security risk when accessing digital banking services. Modern banking apps have advanced security features that rely on up-to-date operating systems and device capabilities. Devices that no longer receive regular software or security updates are more vulnerable to threats, including malware and unauthorized access.

Additionally, older phones and tablets often lack the processing power and memory required to run today’s applications effectively. This can lead to performance issues, such as apps not installing, crashing, running slowly or failing to display information correctly.

A one-time passcode is a short, temporary code we send to you to help confirm your identity. It adds an extra layer of protection to your accounts.

We’ll only prompt you with a one-time passcode when you’re completing a sensitive action or something about the transaction is unusual. If everything looks normal, you may not be prompted for a code. This approach helps to balance security and convenience. Even if you’re not asked for a one-time passcode, we’re still actively monitoring for risk behind the scenes.

You may notice more prompts if you’re new to digital banking, while the platform learns your typical login behaviour. Saving your phone, tablet or desktop computer as a preferred device will reduce how often you’ll be prompted for a one-time passcode.

In addition to benefits available to all members, business members can add up to five consolidated memberships and an unlimited number of delegates.

Yes. You’ll need to consolidate connected accounts to access personal and business accounts with a single login. You’ll need to ask your signers to complete their first-time login as well, so that the accounts they manage can be consolidated again under their single login. Share this first-time login guide with your signers.

You’ll also need to set up business banking delegates—trusted individuals who can perform functions on your behalf in desktop digital banking and the app—and set their level of access. Existing delegates will not carry over to the new platform. An advisor can guide you if you need help but can’t complete this for you as they do not have access.

Some business members may need to reconnect third-party accounting tools after moving to the new platform. If you’ve tried reconnecting and are experiencing issues, please report this to the software vendor.