Member Direct Small Business FAQs

Have a question about Member Direct Small Business? We're here to help! Find answers to our most frequently asked questions.

What is a delegate? Expand/Collapse

Delegates are people within a business who have limited access to online banking accounts. Delegates are created by signers and can be either read-only or initiators.

What is the difference between read-only and initiator access levels? Expand/Collapse

Read-only delegates can view account activity in accounts you give them access to.

Initiator delegates can view accounts and initiate (or set up) transactions, which must be approved by signers. For example, your receptionist may have read-only access to look at transactions, while your bookkeeper will have initiator access to set up bill payments and transfers.

How do I choose a delegat's login and password? Expand/Collapse

When you click Add Delegate and are taken to the Add Delegate page, your delegate’s login is automatically generated and cannot be changed. You must enter a temporary password (a strong password contains numbers and upper and lower case letters) and communicate it to your delegate in a secure way. It is best to transmit the login and password separately.

Why can't I change my delegate's login? Expand/Collapse

Your delegate’s login is automatically generated to ensure that it remains unique and secure. It cannot be changed.

Why isn't the "Add Delegate" link working? Expand/Collapse

Each signer can add a maximum of three delegates. Once you have three delegates, the link becomes inactive.

Will my delegate see my personal accounts? Expand/Collapse

Delegates can only see the accounts you have given them access to. If you don’t want delegates to view any personal accounts you have added to the Consolidation Manager, make sure those accounts are not selected for delegate access.

I have a dual-signature account. Does my partner need to approve my delegate? Expand/Collapse

No, but your partner must approve any transactions that your delegate may initiate.

What should I do if my delegate forgets his/her password? Expand/Collapse

You must assign a new password. In Delegate Manager, click Edit beside your delegate’s name to access the Edit Delegate page. Enter a new temporary password. You should give your delegate the new password in a secure way. The delegate will be prompted to change the temporary password after logging in.

How do I restore access for a delegate locked out of online banking? Expand/Collapse

In Delegate Manager, click Edit beside your locked delegate’s name to access the Edit Delegate page. Check the Unlock this account checkbox to restore your delegate’s access.

How do I permanently remove a delegate's access? Expand/Collapse

Click on Delete beside the delegate’s name in the Delegate Manager to remove the user permanently.

How can I temporarily remove a delegate's access? Expand/Collapse

In the Delegate Manager, click Edit beside your delegate’s name to go to the Edit Delegate page. Change the delegate’s status to Inactive. When you want to restore delegate access, change the status back to Active

How do I recall a transaction? Expand/Collapse

Recalling a transaction effectively cancels the transaction request. You can recall any transactions that appear under Transactions Requiring Review from Others. Any transactions that have already been approved or rejected cannot be recalled.

What does it mean to initiate a transaction? Expand/Collapse

Delegates initiate transactions that require approval from signers. Initiating a transaction involves setting up the transaction by entering information such as the type of payment, account to transfer from, payee, amount, and the payment date.

A signer must approve it in order for the transaction to actually take place. Transactions created by a delegate become Pending Transactions and require approval from a signer.

These transactions must be approved by the date stated under Transaction Status on the receipt page; otherwise they will expire and will not be carried out. Once the signer approves a transaction, it is carried out by the banking system.

Why has my transaction expired? Expand/Collapse

Transactions such as bill payments must be approved by a certain date, otherwise they will expire. The expiry date can be found under Transaction Status on the receipt page when the delegate creates the transaction, and under Payment Status in the Transaction Manager.

How many delegates can I have? Expand/Collapse

Each signer on an account can add up to 3 delegates.