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Frequently asked questions for doing your banking from home or anywhere!

April 2022: New feature added to online banking! You can now download a void cheque to use for setting up a direct debit or pre-authorized payment. See our digital banking updates page for more information.

 

Transfer money using Interac e-Transfers, wire transfers and our international transfer service through Agility Forex.

Scroll down for more information!

 

​Interac e-Transfers

With Interac e-Transfers, you can send money to your friends and family through email or text message. Anyone with account at a Canadian financial institution can receive the money you send and there's no need to exchange bank account information.

An email or text message acts as the notification that a transfer has occurred and provides instructions on depositing the money. The money is actually transferred over a secured network, and a security question ensures the money goes to the right person.

For security, always use a unique security question and answer for each individual recipient. Ensure the email or phone number of your recipient is correct and up to date. Remember, never put the answer to your security question in the message field when sending your e-transfer.

Once you have logged in to online banking, you will need the recipient’s name, email address or mobile phone number, the transfer amount, and a unique security question and answer.

Effective September 1, 2019, Interac will require new security answers. This is related to the question you ask your recipient to answer before funds are transferred. If you have not updated your security answer since September 20, 2018, you can expect to be notified of this change when you send an e-transfer.

If you did not update your security answer before September 1, 2019, Interac will delete your old answer and you will be required to create a new security answer the next time you send an e-transfer to your recipient. 

​When you are making an e-transfer, a notification is typically sent from Interac to your recipient's email account. You need to be aware that criminals can attempt to intercept transfers by hacking email accounts. Once they are inside an account, criminals can see the notification from Interac and use the deposit link to redirect funds into a different account by answering the security question.

Here are some tips to prevent your e-transfer notification from being intercepted:

  • Select a question and answer that are not easy for a third party to guess. If the notification is intercepted, it will be harder for a criminal to answer and steal the funds. 
  • Never communicate the answer to your security question via email.  Call and/or text the recipient with the password.
  • Be cautious not to click on any phishing links in your emails.
  • Ensure that you are only making transactions with websites, vendors and people that you trust.
  • Notify G&F immediately if you sense anything suspicious about your transaction.    
 

Questions about sending, receiving and cancelling an e-transfer

With Interac e-Transfers, you can send Canadian dollars to a person with a Canadian account. If you would like to send money to a person outside of Canada and you are a personal member, you do this through desktop online banking. Scroll down on this page to learn more or log onto online banking to make your international transfer.

You’ll need to create a recipient list before you can send an e-transfer to someone. You will need to enter the recipient’s name, email or mobile phone number, and a security question. CAUTION: Never send the answer to your security question by email as email can be intercepted by criminals. Instead, share the answer over the phone, or send them a text message. Learn more about protecting your transfers here.

  1. Login to online banking.
  2. Click on Transfers > Send Interac e-Transfer.
  3. If not previously setup for Interac e-Transfers, choose Create Your Sender Profile.
  4. Transfer To: Select the recipient. Note: If the recipient is registered for Autodeposit, you will see a confirmation checkbox appear at the bottom of the page.
  5. Transfer From: Select the account you are withdrawing from.
  6. Enter the amount of money you would like to send.
  7. Message: You have the option to write a message to the recipient. Note: Do not put the answer of the security question in your personal message.
  8. If the recipient has registered for Autodeposit, you will need to click on the checkbox to confirm that you understand that the recipient will not need to answer a security question to deposit the funds.
  9. Click on Send Transfer.
  10. Click on Confirm.

​Note: Autodeposit will only work if the receiving party’s financial institution supports Autodeposit. 

Personal members pay a non-refundable fee of $1.00 to send an Interac e-Transfer if they are over the included transactions for that given month. This fee will apply even if the recipient declines the transfer or the transfer expires. The fee does not apply to Everyday and Unlimited accounts.

Business members pay a non-refundable fee of $1.25 to send an Interac e-Transfer if they are over the included transactions for that given month. This fee will apply even if the recipient declines the transfer or the transfer expires. The fee does not apply to Everyday Business and Unlimited Business accounts.

All G&F members can receive Interac e-Transfers and send request for money Interac e-Transfers for free except US Dollar and Business US Dollar accounts.*

As for the people you are transferring money to, they may be charged a fee for receiving your Interac e-Transfer. This will depend on the financial institution they choose to bank with.

  SENDING LIMIT RECEIVING LIMIT
Per transfer $10,000 $25,000
Daily* $10,000 no restriction
Weekly* $70,000 no restriction
Monthly* $300,000 no restriction
Maximum amount per Request Money transaction** $3,000 $3,000

To protect our members from online fraud and for enhanced member security, we have implemented security limits on the amount a person can send in an Interac e-Transfer, as recommended by our security provider.

*All limits are rolling limits. For example, if you send $3,000 at 3:00pm on Friday, your limit is reset at 3:00pm on Saturday. 

**Request Money transactions utilize the same Interac e-Transfer limits. Therefore, fulfilled Request Money transactions will affect the outgoing (send) limits for the fulfiller and the incoming (receive) limits for the requestor.

You can cancel an Interac e-Transfer as long as it has not been deposited by a recipient.

  1. Login to online or mobile banking.
  2. Choose Transfers.
  3. Click on Send Interac e-Transfer.
  4. Click on Pending e-Transfer to find the transfer that has not yet been deposited by your recipient.
  5. Click on Cancel to cancel the transfer.

You will receive a notification by email or text message indicating that you have been sent an Interac e-Transfer. Once you have logged onto online banking, you will need to answer the security question that was set up at the beginning of the transaction. When you answer that correctly, you will be taken through a few simple steps to deposit the funds.

Once an Interac e-Transfer has been sent, it may take up to 30 minutes or more for the recipient to receive the notification. The length of time may also be affected by your email system and internet speed.

Once the recipient accepts the transfer, the money is deposited directly into their account immediately.

Yes. The person you send the money to (the recipient) will be able to deposit the money by registering with Certapay, an affiliate of Interac. 

 

Questions about Request Money

Each individual Request Money transaction is limited to a maximum of $3,000.

You can make multiple Request Money transactions within the Interac e-Transfer limits outlined above. You can have up to 50 outstanding requests at a time.

No. An Interac e-Transfer Request Money transaction must be sent individually to each recipient.

There’s no charge for Personal and Business members to use the Request Money feature except for US Dollar and Business US Dollar accounts.

Once sent, Interac e-Transfer Request Money transactions are available for fulfillment for up to 30 days. Interac will send an email reminder to the recipient automatically after seven days and members also have the option to send up to five manual reminders to request payment within the 30 day time period.

Yes, members can choose to either block a specific requestor or to block everyone from sending them Request Money order notifications.

Yes. Request Money orders expire after 30 days.

 

Questions about Autodeposit

Autodeposit is a feature within the Interac e-Transfer service that enables users to save time when depositing money into their bank account. When enabled, funds will go directly into a recipient's bank account that is associated with the email address or phone number a sender is transferring money to.

If you are registered for Autodeposit, incoming Interac e-Transfers will be automatically deposited into your account and you’ll receive a deposit notification.To set up Autodeposit, complete the following steps:

  1. Login to online banking.
  2. Go to Transfers > Send Interac e-Transfer.
  3. If not previously set up for Interac e-Transfers, select Create Your Sender Profile and complete that process.
  4. Click on the link for Autodeposit.
  5. On the Autodeposit Registration page, input or confirm your email address and select the account to associate with the email address.
  6. Read and agree to the conditions specified by clicking on the checkboxes. Note: you must agree to the conditions if you wish to be registered for Autodeposit.
  7. Click on Register. You should receive a confirmation message stating that an email has been sent to your address to complete the registration. (It is important you open the email and confirm the registration within 24 hours.)
  8. Click on Done. You’ll be taken to the Autodeposit settings page which shows the status of your registration.
  9. Open the email for the Autodeposit Registration and click on Complete Registration. You will receive a confirmation that Autodeposit Registration has been completed.

It is important to know that you are only able to cancel an Interac e-Transfer that you have sent using AutoDeposit before the transfer notification is sent to the receipient.

To cancel an Interac e-Transfer to a recipient that is registered for Autodeposit, follow these steps:

  1. Login to online banking.
  2. Click on Transfers > Send Interac e-Transfer > Pending.
  3. Select the e-transfer that you no longer want to send and click Cancel. You will be taken to a confirmation page.
  4. Click Continue. The funds will be deposited back into your account (less any service charge, if applicable).

Note: Neither you nor your recipient will receive notification of the cancelled e-transfer.

If you have not received the Autodeposit verification email from Interac, first check your junk email folder.

If you still can’t find the verification email, check that you have entered the email address correctly by logging back into online banking and returning to the Autodeposit settings page.

In order for the Autodeposit feature to work, both the sender’s financial institution and the receiver’s financial institution must be capable of handling the transfer. If the sender’s financial institution doesn’t support Autodeposit, you will still be required to manually answer the security question. 

To update the email address for an Autodeposit registration, login to online banking and navigate to the Interac e-Transfer Autodeposit tab. Choose to edit or delete the rule. 

Members who have registered for Autodeposit but have not received an Interac e-Transfer for 12 months will receive an email from Interac to keep their Autodeposit active. This email notification is sent approximately one week before the expiry.

The incoming Interac e-Transfer will fail. The sender will be advised that the deposit has failed and that they will need to cancel the e-transfer to reclaim their money.

 

​Wire transfers

G&F’s wire transfer service can transfer funds to and from financial institutions world-wide. This is done using a secured network such as the Society for Worldwide Interbank Financial Telecommunication—also known as SWIFT.

Yes. If you would like to send single or multiple, one-time, recurring, or future-dated payments, G&F can set up advanced online payment services to help you send funds quickly and securely.

For more information regarding wire transfers, please call us at 604-419-8888 or email us at inquiry@gffg.com.

 

International transfers

An international transfer is a convenient and affordable alternative to making a wire transfer.  It is available 24/7 to personal banking members of G&F, via a desktop computer, tablet or mobile phone.  With this service, you can send funds to over 160 countries in as little as 1-2 business days!

International transfer services are provided by Agility Forex Ltd. dba AFL International Transfers, FINTRAC (Financial Transactions and Reports Analysis Centre of Canada) registration number M13773887.

You can transfer up to $25,000 Canadian dollars in a single transaction. 

You can make one international transfer per day using the service provided by Agility Forex Ltd.

If you transfer $500 CAD* or more, you will not pay a fee.** Transfers under $500 CAD* will incur a fee of $2.50 CAD*.

*Or approximate foreign equivalent dependent onexchange rate at time of transfer.

**A monthly transaction fee may apply based on the type of account you are transferring money from and the number of free transactions allowed per month.

Yes! Your transfers are protected with AES 256-bit encryption, through a FINTRAC regulated entity.  This includes automated identify verification, anti-money laundering procedures, automated online checks, advanced anti-fraud safeguards and insurance coverage.

Unfortunately, the international transfer service provided by Agility Forex Ltd. is not currently available for our business members. Please visit your nearest branch to send a wire transfer from your business account.

Please watch this short video to see how easy it is to make an international transfer!

There are 25 currencies available including: US Dollar, Euro, Great British Pound, Aussie Dollar, Swiss Franc, Indian Rupee, Japanese Yen, Mexican Peso, Norwegian Krone, New Zealand Dollar, Philippine Peso, Polish Zloty, Swedish Krona, Singapore Dollar, Turkish Lira, South African Rand, Thai Baht, Korean Won, UAE Dirham, Bahraini Dinar, Indonesian Rupiah, Malaysian Ringgit, Argentinian Peso, Romanian Leu, and Czech Koruna.

If you need to send funds in a currency not listed above, please visit your nearest branch.

At this time, only transfers from Canadian dollar accounts are supported. Please visit your nearest branch to send a wire transfer from your US dollar account.

 

Use Deposit Anywhere to deposit cheques from the comfort of your home.

Deposit Anywhere is a free service in G&F’s mobile banking app that enables you to deposit a cheque by taking a photo and submitting it to G&F.

Deposit Anywhere is also referred to as "remote deposit". Whether you’re at coffee with friends, at work, or up late doing your banking, any time is the right time to deposit your cheques.

 

Deposit Anywhere is available in G&F's mobile banking app. You can download the app from the App Store or from Google Play.

  1. Open the G&F mobile banking app on your phone.
  2. Click on Deposit.
  3. Select the account you’d like the funds deposited to and enter the amount.
  4. Take photos of the front and back of your cheque.
  5. Confirm the details and tap Submit. The funds will be deposited into your account.

You can deposit cheques that are payable in Canadian dollars and drawn at any Canadian financial institution. If it is your account you’re depositing the cheque into, the cheque must be payable to, and endorsed by, you.

Sometimes mistakes happen. Not to worry—we will double check all the information to ensure the right amount is deposited quickly and securely into your account.

If you have any questions about the cheques you submit, you can email us at inquiry@gffg.com or call our Member Hub at 604-419-8888. We’ll be happy to assist you!

Do not send the cheques to your branch. Keep them in your personal files for a minimum of 10 days and then destroy the cheques within 60 days.

Similar to deposits you would make at an ATM or in a branch, standard holds on cheques will apply and the funds may require time to clear.

Yes. As a feature of G&F’s mobile banking app, Deposit Anywhere meets the same high standards as our mobile and online banking services.

 

We know you lead a busy life. G&F's app makes it easy for you to handle your day-to-day banking on the go.

Download your free app and get started today!

Search for G&F in the App Store or in Google Play

Click here to learn about our refreshed app which launched in January 2022! 

 

If you have misplaced your mobile device, you can temporarily disable the Quick View setting for your mobile app. Use a desktop computer or other device that you know to be secure and login to G&F online banking. You'll find the option to disable the Quick View setting for your mobile banking app within Account Services.

Once you locate your mobile phone, you'll need to log back into the mobile app and re-enable the Quick View settings.

If you have lost your mobile device or if it was stolen, please follow your service provider's recommended procedures for this scenario and contact them immediately. You can remove your device entirely from mobile banking by visiting the Mobile Banking Preferences page within G&F online banking.

 

Telephone banking offers you a safe and convenient way to handle your banking needs.

Call us anytime—that's 7 days a week, 24 hours a day—with any touch-tone phone and we'll complete your transaction.

You can reach G&F's telephone banking services, toll-free, at 1-855-363-7600. If you're within the Lower Mainland of BC, you can call our local number: 604-419-7600.

Please have your account number, branch number and 5-digit security code ready before calling.

Use text message banking to monitor your account balance and transactions.

As a FREE service for all members of G&F Financial Group*, you can receive real-time information about your account anytime, anywhere, through your mobile phone**.

Security features include the ability to control which account(s) gets displayed as well as a disable feature if your phone is misplaced.

*Text messaging fees from your phone service provider may apply.
**The amount shown for your available balance will include your line of credit.

Frequently asked questions about text message banking

If you have a phone that supports text messaging and you have already signed up for online banking with G&F, follow these steps to register:

  1. Log in to online banking.
  2. Go to Account Services and choose Add/Modify Mobile Banking.
  3. Choose the option: Register your phone for Mobile Banking.
  4. Read the Mobile Banking User Agreement. If you agree with the terms, click Agree.
  5. Input your phone number. (If you have an older phone, make sure you can accept SMS text messages.)
  6. Select your carrier and click Continue.
  7. Select up to five accounts for mobile access. Click Confirm.

Don't have access to online banking with G&F?

Call us at 604-419-8888 and we'll get you set up!

Text message banking will work on most cell phones that are less than five years old and support text messaging. However, if you are experiencing problems, please check with your phone service provider (e.g., Telus, Fido, Bell) for details on fees, accessibility, and delivery time.

Once you have registered your phone within G&F online banking, text the letters BAL to phone number: 66639.

As a security precaution, text message banking is set to Disabled status. Please text a keyword command to 66639 and you will receive instructions to help you enable your phone. 

This service is designed to work on cell phones from a Canadian service provider, on a Canadian network. However, if your Canadian service provider has a roaming agreement with a foreign service provider, you can expect text messaging to work.

Please note that service outside of Canada is on a best efforts basis only.

 

Use G&F online banking for your business.

You can choose to free up time by delegating your employees to assist you with day-to-day banking transactions.

Applying for business online banking with G&F is easy. Get started today!

The application will take you between 5 to 20 minutes to complete, depending on the information you have available.

Once we receive your application, we will contact you to obtain further details.

You will need to come into a G&F branch and provide some documentation. Specific documentations required will depend on your business structure.

If you need help at any time, please call G&F Financial Group at 604-419-8888 or toll free at 1-866-736-4334.

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

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.

Read-only access means that your delegate can view account activity in accounts you give them access to.

Initiator access means that your delegate can view accounts and initiate (or set up) transactions, which must be approved by signers. For example, your auditor may have read-only access to look at transaction and balance history while your office manager may have initiator access to set up bill payments and transfers.

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 the transaction in order for it 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.

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.

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.

 

Questions about managing delegates

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's best to transmit the login and password separately.

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

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

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

You must assign a new password. Here's how:

  1. In the Delegate Manager, click Edit beside your delegate’s name to access the Edit Delegate page. 
  2. Enter a new temporary password. 
  3. Give your delegate the new password in a secure way. 
  4. Your delegate should login to online banking.Your delegate will be prompted to change the temporary password.
  1. In the Delegate Manager, click on Edit beside your locked delegate’s name. This will allow you to access the Edit Delegate page.
  2. Check the Unlock this account checkbox to restore your delegate’s access.

In the Delegate Manager, click on Delete beside the delegate’s name. This will remove the user permanently.

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

Get your benefit payments and tax refunds faster.

Sign up for Canada Revenue Agency (CRA) direct deposit. A fast, convenient and secure way to get your CRA payments directly into your account.

This includes payments such as:

  • Income tax refunds
  • GST/HST credit and any similar provincial and territorial payments
  • Canada child benefit and any similar provincial and territorial payments
  • Canada workers benefits

See this page for more information.

 

Once you register for CRA’s My Account service, you can verify or change your direct deposit information through CRA's online self-service portal.

If you submit multiple requests to update your direct deposit information, the most recent enrolment you complete will become the account on file with the CRA. Direct deposits will only be made into one account, at one financial institution.

Interac Online 

Interac® Online is a secure and easy way to use your G&F spending and saving accounts to pay for your purchases when you shop online at participating merchants. It is the ideal option if you:

  • Do not have a credit card
  • Do not want to use a credit card
  • Are concerned about online security and/or fraud
  • Want more control over your credit
Important: An individual purchase cannot exceed $2,500. There is also a 7-day rolling limit of $10,000 in place.
 
There are no additional fees associated with Interac Online.  Purchases made using Interac Online will count toward your monthly self-serve transactions and may incur a fee based on the type of account you use.
Yes, although only single-signor accounts are currently supported.
Yes! Interac Online uses your secure online banking login information, and none of your private information is shared with the merchant or any third parties.
Individual transactions are limited to $2,500 per purchase.  There is also a 7-day rolling limit of $10,000.
Yes, as this service requires your online banking login information.
For general questions regarding Interac Online, please contact our Member Hub at 604-419-8888 or inquiry@gffg.com and we’d be happy to answer your question.
 
If you have a question regarding a purchase or refund, please contact the online merchant directly.