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Icône FAQ

Frequently Asked Questions

Accounts and banking services

On this page

Most frequently asked

Tips for achieving your goals

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General

What is the difference between a chequing and a savings account?

You can use your chequing account for day-to-day transactions like making bill payments and transferring money to other people or accounts. A chequing account comes with cheques and a debit card. You can access your chequing account online, through the mobile app and by calling our telephone banking service.

A savings account is an account that earns interest. It’s a great way to save up for a specific goal, like a vacation or a new car, or to ensure you have an emergency fund available when you need it. You can access your savings account online, through the mobile app and by calling our telephone banking service.

Explore our chequing and savings accounts.

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Tip

Enjoy savings through our offers for professionalsstudents and newcomers to Canada.

You could save with our offer for new clients, one of our offers for professionals or students, or our offer for newcomers to Canada.

How do I decide which account is right for me?

You can use our account selector to find the right bank account for you.

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Tip

Tired of paying fees for going over your monthly transaction limit? The The ConnectedTM and The TotalTM chequing accounts come with several types of transactions in an unlimited transactions.

Are there special offers available to help me save on banking fees?

Yes. Find out if you're eligible for one of our exclusive offers:

How do joint accounts work?

You can open a joint account for shared expenses such as groceries and mortgage payments to help simplify your household finances. You can also save for a specific goal you're working towards, like a vacation. Anyone designated as an account holder can carry out transactions in this account.

To open a joint account, make an appointment at the branch.

Interested in learning more? Check out our page about joint accounts.

When I deposit money in my accounts, are the funds insured?

National Bank is a member of the Canada Deposit Insurance Corporation (CDIC). This means that amounts between CAD 1 and CAD 100,000 deposited to your chequing or savings account are insured. Term deposits are also insured.1

Use CDIC's calculator to find out how much of your deposit is insured.

Managing my account

How do I open a chequing account?

To open an account, make an appointment at a branch of your choice.

How do I change or cancel a banking package?

Thanks to your online bank or the National Bank mobile app for smartphones and tablets, you can now change or cancel your banking package. Find out more by reading the My online bank FAQ.

Use our account selector to find the banking package that best suits your needs.

How do I close my account?

You can close your account at any National Bank branch.

How do I order cheques?

You can place an order by signing in to your online bank. Browse a range of different designs and covers and compare prices. For step-by-step instructions, see the My online bank FAQ.

You can also order cheques by calling us at 1-888-483-5628.

Can I open an account for my child or a minor in my care?

Yes. Just visit one of our branches.

Children under 6 years of age

  • The child does not need to be present.
  • The parent or legal guardian will have to show two pieces of ID (one with a photo).

Children aged 7 to 12

  • The minor must be present when you make the request.
  • The parent or guardian will have to show two pieces of ID (one with a photo).

Children aged 13 to 17

  • The parent or legal guardian will have to show two pieces of ID (one with a photo).
  • If the child's identity cannot be verified, we will need the complete name and address of the parent or guardian and confirmation of the child's name and date or birth from a third party.
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Tip

Want to start planning for your child's future? Open an RESP to save for their postsecondary education and watch your investments grow tax-free.

What terms and conditions apply to my account?

To review the terms and conditions for transaction, margin and investment accounts, download the Contract governing personal deposit and investment accounts brochure [PDF].

Can I authorize someone else to manage my account?

Yes. You can appoint another person to act on your behalf through a power of attorney. For more information, visit our power of attorney webpage.

Debit cards

How do I get a debit card?

You will receive a debit card when you open a chequing account. You'll be able to set your personal Identification number (PIN) at the branch ABM. If there is no ABM at your branch, you will receive your card and PIN by mail.

What is the withdrawal limit for my debit card?

Debit card payments using your PIN

The daily limit for debit card transactions is $2,000. Contactless payments are included in the daily limit.

Interac Flash® contactless payments

The transaction limit for contactless payments is $100.

Withdrawals using your card

You can withdraw up to the maximum limit set for you by the Bank. For more information, call 1-888-483-5628 or contact your National Bank branch.

Can I change the withdrawal limit for my debit card?

Yes. You can change the limit for purchases and ABM withdrawals, up to the maximum permitted by the Bank. You can also set different limits for within Canada and abroad. You can also set different limits for within Canada and abroad. You can change these settings in your online bank. Find out more by reading the My online bank FAQ.

These changes will not affect the limits on any other transactions carried out in your bank account, such as money transfers and cheque payments.

If you have a joint account, you can only change the limit for your own debit card. Other account holders will not be affected.

When I deposit a cheque at an ABM, I can only access a portion of the funds. Why?

When you receive your card, it will have a rating based on your file. This rating determines the portion of a deposit that you can immediately withdraw. To find out your rating, contact our telephone banking service at 1‑888‑483‑5628 or your National Bank branch.

How can I increase the withdrawal limits on my debit card?

A credit check is required to increase withdrawal limits. You can request a limit increase by contacting your branch, calling us at 1-888-483-5628 or fill out the form on the Help and contact page of your online bank.

Find out more by reading the My online bank FAQ

Can the Bank authorize a purchase that is over the $2,000 daily withdrawal limit on my card?

The $2,000 limit on purchases made with a debit card applies to most National Bank clients. For larger purchases, consider using a line of credit or Mastercard credit card (depending on the approved limit). If you have a joint account, you can also use the debit card for this account.

I forgot my PIN. How do I get a new one?

Visit a National Bank branch with your card and two pieces of ID (including one photo ID).

Can I change my PIN without changing my card number?

Yes. You can change your PIN at a National Bank ABM by selecting “Change my PIN” from the main menu.

I just received a new bank card. Can I use the same PIN and sign-in information for my online bank and the National Bank mobile app?

You can use the same PIN and login information for the various banking platforms.

Your new card will provide access to the same accounts, and your withdrawal and purchase limits will be the same.

What is Interac Flash® technology and how does it work?

Your new debit card is equipped with Interac Flash® technology, allowing you to pay retailers with a simple tap of your card.

Wherever the Interac Flash® logo is displayed, simply hold your debit card up to the reader—no more entering your PIN!

Need more info? Find out more.

Is my debit card automatically equipped with Interac Flash® technology?

Effective March 5, 2018, all new debit cards will be equipped with Interac Flash®. If you already have a National Bank debit card, you’ll receive your new, Interac Flash®-enabled debit card by April 2019.

Your new card will be active as soon as you receive it, and all the settings on your old card will be transferred automatically to your new one. The first time you use your card to make a payment, you'll have to insert it in the terminal and enter your PIN.

National Bank online

What are the new National Bank online features?

The new online bank features allow you to keep an overview of your finances so you can manage your budget better. 

As well as making day-to-day banking like paying bills and sending money faster, you can now track expenses by category, consult accounts from other financial institutions and view pending Mastercard transactions.

Please note that these changes may not yet apply to the National Bank mobile app.

Are all the features currently available on my new online bank?

Not yet. Your new online bank is still evolving. In the meantime, you can still access the old version to use the features that aren’t available yet.

For more information, please check out the National bank online page.

Why is National Bank changing its online services?

Your new online bank makes your day-to-day banking faster and easier by giving you a 360-degree view of your finances with features that let you see accounts from other financial institutions, track expenses by category and much more.

You can also make daily transactions like paying bills and sending money faster and use your email for single sign-in ID. 

Can I still access the old version?

Yes, you can access the old version until the features on your new online bank have all been added.

When will I have access to my new online bank?

All customers will be invited progressively to access it throughout 2018. 

Why haven't I received the email invitation to sign up for my new online bank?

This could be due to a number of reasons:

  1. We're granting access progressively. You might have not been invited to sign in yet.
  2. Make sure your email is correct in your usual online account, in the Profile/Preferences tab.

How do I login to the new online bank for the first time?

Once you receive the invitation, go to the usual online banking sign-in page and open a session. Follow the steps to create a new profile.

Technical issues? Check out the My online bank FAQ.

How do I sign in to the new platform once I've created a profile?

You can access your online bank from app.bnc.ca. Bookmark it!

Why were there new screens asking me to create a profile when I signed into my online account?

National Bank is developing a new transactional platform which is being rolled out progressively to clients throughout 2018. Eventually, all our clients will be able to access this new service.

Why do I have to sign in using my email now?

It’s easier to sign into your online bank from any device using your email.

For more information, read the My online bank FAQ.

Why didn't my online transaction go through?

For help, read the My online bank FAQ.

What is the new feature that lets me see all my accounts?

Your Overview displays all your bank accounts including accounts at other financial institutions for a clearer picture of your finances.

What is the new feature to categorize my expenses? 

This new feature automatically organizes your expenses by category giving you a better understanding of your spending.

Online and mobile banking

Which account includes unlimited online and mobile transactions?

The ConnectedTM and The TotalTM chequing accounts offer unlimited electronic transactions, whether through online banking, the mobile app or telephone banking, in stores, or at the ABM.

All our chequing and savings accounts can be accessed through your online bank and the National Bank app.

How do I sign up for my new online bank?

Your new online bank is accessible from all your devices. To sign up, follow these steps: 

  1. Go to the new sign-in page for your online bank.
  2. Click Sign up to create your profile.
  3. Select one of your National Bank products—debit card, credit card, loan, mortgage or investment account—and follow the instructions.

Having trouble? You can also create a profile by signing in to the old version of your online bank.

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Tip

Make sure to choose a secure password for this profile, one that’s different from the ones you use for your other personal apps.

For more information on security, please consult the ABCs of security.

How do I install and signup for the National Bank mobile app?

Download

Find the National Bank app in the App Store or Google Play Store and tap GET (Apple) or Install (Android) to download it.

Sign up

To sign up, open the app, tap Personal, then tap I haven’t created my profile. Tap Sign up to create your profile.

Select one of your National Bank products—debit card, credit card, loan, mortgage or investment account—and follow the instructions.

Having trouble? You can also create a profile by signing in to the old version of your online bank.

Have you already signed up for the new online bank?

If you signed up for the new online bank and using the new email sign-up method, enter your email and password.

If you’re still using the old sign-in method, tap Sign in and enter your debit or credit card number and password. Please note that the new email sign-in method is being rolled out gradually.new online bank, but you’re still using the old version of the app, tap Sign in and enter your debit card number and password. If you’re using the new app, enter your sign-in email and password. 

How can I use the new email sign-in method with the National Bank app?

We started rolling out our new email sign-in method with the latest version of the National Bank app.

Smartphone

If you use the National Bank app on a smartphone, the app will update automatically.

Tablet

If you use the National Bank app on a tablet, you’ll have to manually update the app when a new version becomes available on the App Store or Google Play.

Why can’t I sign in using the latest version of the National Bank app?

We're enhancing the security of the National Bank app by introducing email sign-in. This new sign-in method is being rolled out gradually.

Make sure you’ve created your profile in your online bank

If you’ve already signed up for the new online bank, enter your email and password to sign in.

Haven’t signed up for the new platform yet?

On the app sign-in page, click Sign up to create a profile.

Select one of your National Bank products—debit card, credit card, loan, mortgage or investment account—and follow the instructions.

Having trouble? You can also create a profile by signing in to the old version of your online bank.

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Tip

The easiest way to sign up is by using your National Bank credit card. Simply make sure you have your card to hand and follow the instructions.

What devices can I use to do my banking?

You can use a PC or Apple Mac, Android smartphone or tablet, iPhone or iPad.

Please note that your device must use iOS 8 or Android 4.4 operating system or later.

Not sure if your browser is compatible with our National Bank online platform? Check out our browsers page.

Why doesn’t Touch ID work on the latest version of the app?

Touch ID is still available for National Bank app, but you need to set it up again after the app is updated. This option may not have been offered to you when you first signed up.

Not signed up yet?

Tick the Remember me box. The app will ask if you want to activate Touch ID. This feature makes it easier to sign in next time.

Already signed up?

Open the app, tap My settings in the menu and then tap Touch ID to enable the feature.

What transactions can I carry out online or through the mobile app?

You can do most of your day-to-day banking online, including:

  • pay bills
  • transfer funds between accounts
  • send money to other National Bank clients
  • Interac e-Transfer®
  • view account balance and transaction history
  • order cheques
  • view National Bank Mastercard account
  • order foreign currency

Visit the Banking Services page for more information about online and mobile transactions.

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Tip

Can't make it to an ABM to deposit your cheque? We offer mobile deposit.

Will the balance on my accounts be updated automatically?

The balances shown online for your National Bank accounts, Mastercard credit cards, loans, lines of credit and investments are updated in real time. It may take up to 15 minutes to update transactions for more complex products like accounts at other institutions.

Please note that if you pay a bill from your online bank, your online account balance will automatically reflect the payment (unless the transaction is postdated).

Your Mastercard balance is also updated automatically, but not the transaction. 

Can I do my banking online whenever I want? Will transactions be processed right away?

Your online bank and the National Bank app are available 24/7.

Bill payments and transfers between accounts or to another person made Monday to Friday before 9 pm (ET) will be processed the same day. 

Transactions submitted after 9 pm, on weekends or holidays will be processed the next business day.

Postdated transactions will be processed early in the morning on the specified date.

Why do I need a validation code to sign in to the app?

Security was added to the National Bank app to better protect your account.

The first time you sign in, you’ll receive a validation code by email or text to authenticate your identity, as well as each subsequent connection if you choose not to tick the Remember me box to memorize your device on the sign-in page.

With this protection, you’ll be notified by email or text if someone attempts to access your account or if we spot a geolocation change in your device’s memory, as well as a change or update of your browser or operating system.

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Tip

You can choose to receive the validation code by text message by entering your phone number as your security number in the My Profile section of your online bank.

For more information on security, please consult the ABCs of security.

I don’t have an email. How do I sign in?

To access your online bank or to sign in to the National Bank app using the new method, you’ll need an email account. You can get one for free from any email provider (ex., Google, Outlook, etc.). 

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Tip

Make sure to choose a secure password for this email, one that’s different from the ones you use for your other personal apps.

For more information on security, please consult the ABCs of security.

I didn’t receive a validation code to sign in. What do I do?

If you’ve requested a validation code, first check your spam (unwanted emails) folder.

Otherwise, click Resend via text or Resend via email on the sign-in page.

Need more assistance? Please don’t hesitate to call us at 1-888-483-5628. We can help.

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Tip

Choosing to receive the validation code by text avoids that it goes to your spam (unwanted emails) folder.

Why can’t I use the same sign-in email as someone else?

An email can only be associated to one account. If your email is shared and already being used by another National Bank client, you must use another email to sign in.

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Tip

Make sure to choose a secure password for this email, one that’s different from the ones you use for your other personal apps.

For more information on security, please consult the ABCs of security.

I forgot my password. How can I sign in or reset it?

Click Did you forget your password? on the sign-in page of your online bank or the National Bank app and follow the instructions.

How can I change my password?

For your new online bank

To change your password, go to My profile, My sign-in ID and click the pen icon.

For the National Bank app

Open the app and tap My settings on the menu and then tap Password.

What personal information can I change?

For your new online bank

To change your address, phone number, security mobile number, sign-in email or password, go to My profile, My sign-in ID and click the pen icon.

For the National Bank app

Open the app and tap My settings on the menu and then tap Personal Information.

I forgot my sign-in email. What do I do?

Call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week, we can help.

Why was I signed out of my session?

For security reasons, you’re automatically signed out of a session after 15 minutes of inactivity. You’ll need to re-enter your sign‑in ID to open a new session.

Apple Pay and Google Pay

How much does it cost to use Apple Pay or Google Pay?

These services are free and National Bank does not charge anything to use them. Depending on your service provider, you may be charged data usage or other fees.

How do I use Apple Pay or Google Pay?

Wallet and Apple Pay are pre-installed on all compatible Apple devices. 

If you have an Android phone, simply download the Google Pay App from the Google Play store.

To make mobile payments using a credit card, you must install the latest version of the National bank mobile app. To make mobile payments using a debit card, you must have an email linked to your National Bank account.

How do I add my National Bank Mastercard® credit card or debit card to Apple Pay/Google Pay?

Apple Pay

  1. Open the Wallet app
  2. Sign in to iCloud
  3. Tap + in the top right-hand corner of the screen
  4. Follow the instructions

Want to make your credit card or debit card your default card? Open the Wallet app, tap and drag the card to the top of the screen or select Default Card and choose the card you would like.
 

To add your card to Apple Pay for your Apple Watch:

  1. Open the Watch app on your iPhone and go to the My Watch tab.
  2. Tap Wallet & Apple Pay.
  3. Tap Add Credit or Debit Card. If you're asked to add the card to iTunes, enter its security code.
  4. Tap Next, and accept the terms and conditions.
  5. The Bank may ask for additional information to verify your card. When you have the information, go back to Wallet & Apple Pay and tap your card.
  6. After the Bank has verified your card, tap Next and start using Apple Pay
     

Google Pay

  1. Open the Google Pay app
  2. Tap + in the bottom right-hand corner of the screen
  3. Follow the instructions

The first card you add to Google Pay will be your default card. If you want to change it:

  1. Open the Google Pay app
  2. Double-tap the card you want to be the default, then tap Set as default card.
  3. Alternatively, drag the card you want to change to the default card to the top of the app's home screen
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Quick Tip

Please make sure that all your card’s digits are correctly entered. If needed, you will be able to enter them manually.

 

Note : Please make sure that your card is activated before adding it to your Wallet. If you have a new Flash debit card, it will not be activated until you make your first payment.

How do I make payments using Apple Pay or Google Pay?

It's easy! For transactions of $100 or less, simply press your finger on the Touch ID sensor (or unlock your Android phone) and hold your phone to the terminal. For transactions over $100, you must use your plastic debit or credit card and enter your PIN.

To pay with an Apple Watch, double-click the side button and hold the watch to the terminal.

I'm scanning my card but I'm not able to add it to Apple Pay or Google Pay. What do I do?

If you are having problems, we suggest manually entering the digits of your card.

What will happen with Apple Pay or Google Pay if my phone or debit or credit card is lost or stolen?

If your debit or credit card or phone is lost or stolen, please call us at 1-888-835 6281.

If your credit card is lost or stolen, please call 1-888-622-2783.

Remember that you are protected by National Bank's Peace of mind Guarantee2 and Mastercard's Zero Liability policy3.

How do I return items purchased with Apple Pay or Google Pay?

The merchant will issue the refund directly to your phone, so you'll need to bring the phone you used to make the purchase as well as your receipt.

For online purchases made through Apple Pay or Google Pay, contact the merchant's customer support directly.

Do I need to do anything when my debit or credit card is renewed?

When you activate your new card, the app will be updated automatically.

If your new card is a different type of card or has a different number, you will need to add it to your Apple Wallet or Google Pay.

What happens if I get a new Android phone/iPhone/Apple Watch?

Simply remove your Simply remove your credit and/or debit cards from the Wallet or Google Pay app on your old phone, then add them to your new one.

If you've already replaced your phone, an advisor can remove them for you. To remove your debit card, please call us at 1-888-835-6281. To remove your credit card, please dial 1-888-622-2783.

What if I no longer want to use Apple Pay or Google Pay?

Simply delete your cards from the app. Your physical cards won't be affected.

Apple Pay

In the app, select the card you want to remove and tap Remove Card.

Google Pay

Next to the payment method you want to delete, select Remove (in red).

Why Google Pay? What happened to Android Pay?

Google Pay is a new name and look for existing Google payment products. You’ll still be able to pay in stores and online with Google Pay, as you did with Android Pay.

Can I use Apple Pay or Google Pay to make payments outside of Canada?

You can use Google Pay or Apple Pay to make credit card purchases outside of Canada. Debit card purchases using Google Pay or Apple Pay are only authorized in Canada.

When I add my debit card, I am asked to enter a one-time verification code. What is that? 

You will have to enter a one-time activation code to confirm your identity. The 5 minutes lifetime code is sent to the email address recorded in your file or the main cardholder's email address. You can ask for a new code if it expires.