 1 - Password and User code
1.1 My user code has been suspended. Why?
1.2 How do I reactivate a suspended user code?
2 - Account summary
2.1 How do I add an account to my company profile with the Internet Banking Solutions for Businesses?
2.2 How can I access my new account with the Internet Banking Solutions for Businesses?
3 - Suppliers
3.1 Where can I find the list of suppliers eligible to receive electronic payments?
3.2 How can I add a new supplier who does not appear on the list of eligible suppliers to my client profile?
4 - Payment & Wire Transfer
4.1 I made a payment yesterday, but the funds have not yet been debited from my account. Why?
4.2 I initiated a payment and the system automatically signed the operation. Why?
4.3 How can I modify a payment?
4.4 How can I modify an accepted payment?
4.5 How can I delete a payment?
5 - Other questions
5.1 How can I add new users to my company profile?
5.2 Is the balance I see on my line of credit account, the balance available or the balance used?
5.3 How can I print only one section of my account statement?
5.4 Why does the system generate an error message when I try to export my transactions from my account statement on Internet Banking Solutions for Businesses to my Quickbooks software?
1 - Password and User code
1.1 My user code has been suspended. Why?
For security reasons, if you enter an erroneous password three times while attempting to log on to the service, the system will temporarily deactivate your user code.
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1.2 How do I reactivate a suspended user code?
If you are a user with a suspended user code, please refer to your administrator, who will generate a new temporary password by clicking on "Administrator options" and then on "Manage users".
If you are an administrator, please contact customer service at (514) 394-2057 option 3 or 1-800-910-4001 option 3, in order to have your user code reactivated.
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2. Account summary
2.1 How do I add an account to my company profile with the Internet Banking Solutions for Businesses?
To add an account to your company profile, your company's administrator must send us a signed request, with the details of the account, by fax to (514) 394-6341.
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2.2 How can I access my new account with the Internet Banking Solutions for Businesses?
The new account is recorded in your client profile 24 business hours after receipt of the request at the customer service. In order for you to have access to the new account, your administrator must assign the appropriate access rights to your user profile by clicking on "Administrator options" and then on "Manage users".
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3. Suppliers
3.1 Where can I find the list of suppliers eligible to receive electronic payments?
In the Internet Banking Solutions for Businesses, the detailed list of private and public suppliers accepting electronic payments is accessed by clicking on "Manage billers/beneficiaries" and then on "Add biller/beneficiary". in the scroll down menu, select "Biller". The companies already registered on the site will then be displayed in alphabetical order.
For more information, please visit the "Online training" available to all customers of the Internet Banking Solutions for Businesses.
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3.2 How can I add a new supplier who does not appear on the list of eligible suppliers to my client profile?
To add a supplier who does not appear on the list, your company's administrator must send a signed request, by fax, to customer service at (514) 394-6341. You must include the name of your supplier, their banking information (bank account number, transit number and name of financial institution), as well as a copy of an invoice. There is a 24 to 48 hour delay to process your request.
For more information, please visit the "Online training" available to all customers of the Internet Banking Solutions for Businesses.
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4. Payment & Wire Transfer
4.1 I made a payment yesterday, but the funds have not yet been debited from my account. Why?
A payment, which has not been processed, is usually a payment initiated but not yet signed. Always think of initiating a payment as writing a cheque, and signing this payment as putting that same cheque in the mail. Both steps are required to successfully complete a payment.
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4.2 I initiated a payment and the system automatically signed the operation. Why?
When a user is allowed to both initiate and sign a payment, the two steps are done simultaneously.
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4.3 How can I modify a payment?
To modify a payment, you must select "Transaction update". In the scroll down menu, select "Bill payments" and then the "Modify" button corresponding to the desired transaction. Only transactions with a To sign or Pending (postdated) status can be modified.
For more information, please visit the "Online training" available to all customers of the Internet Banking Solutions for Businesses.
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4.4 How can I modify an accepted payment?
You cannot modify a payment once it has been accepted.
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4.5 How can I delete a payment?
To delete a payment, you must select "Transaction update". In the scroll down menu, select "Bill payments" and then the "Delete" button corresponding to the desired transaction. Only transactions with a To sign or Pending (postdated) status can be deleted.
For more information, please visit the "Online training" available to all customers of the Internet Banking Solutions for Businesses.
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5. Other questions
5.1 How can I add new users to my company profile?
With the Internet Banking Solutions for Businesses, only the administrator can add users. If you are the administrator, you can create new users and assign their access rights by clicking on "Administrator options" and then on "Manage users". If you are a user, please refer to your administrator.
For more information, please visit the "Online training" available to all customers of the Internet Banking Solutions for Businesses.
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5.2 Is the balance I see on my line of credit account, the balance available or the balance used?
In the account summary of Internet Banking Solutions for Businesses, the balance you see is the balance used on your line of credit.
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5.3 How can I print only one section of my account statement?
To print a specific section of your account statement, use the search option to target a date range, type of transaction or amount, and print the results.
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5.4 Why does the system generate an error message when I try to export my transactions from my account statement on Internet Banking Solutions for Businesses to my Quickbooks software?
If the system generates an error message it means that your Quickbooks software is not open. To avoid this error message in the future, be sure to open your Quickbooks software prior to using the export function.
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