Digital banking updates
- FAQ
- Digital Banking
- Updates
Follow this page for updates on the new digital banking experience!
We will let you know of new features and upcoming changes as they are developed, so bookmark this page!
Changes to be aware of as you do your banking
Here are key changes you’ll notice when you login to do your banking:
- The login page for online banking will look different, with the added option to choose the new personal online banking experience.
- If you had “Remember Me” enabled, you will need to set this up again.
- You will be prompted to set up 2-step verification security upon your first login to the new app and online banking. For more details on 2-step verification and our other security features, see the FAQ below.
- When accepting Interac e-Transfers, you will be given an option to log into the personal or small business online banking (see image below). This is necessary to allow business members to continue using the old experience until they are transitioned to the new experience successfully.
- If you click on "Personal", you will be taken to the login page for the new digital banking experience. If you are not yet ready to try the new experience, click on "Business" instead and you will be taken to the login page you are familiar with. Personal and business members can login to the old experience from there.
What’s not changing
Your login credentials are not changing. You can continue to login using your existing member number and personal access code.
Features in development
While you can expect many of the same features from the original experience, there are a few features not currently available in the app, but still accessible in online banking. We’re developing the new mobile banking app to serve you better over time, please check this page for updates.
Features we’re working on for the new digital banking experience:
- Viewing partner accounts (such as Credential Asset Management Inc., Credential Qtrade Securities Inc., and Qtrade Investor.)
- International transfers
- Viewing and managing alerts in the app
- Export transaction history account activity from the app
- Some search and filter options
- Various self-service forms
How to get help
Representatives at our Member Hub are ready to assist you. Call 604-419-8888, Monday through Friday, 8am to 8pm, and Saturdays, 8am to 4pm.
Frequently asked questions
Why are we moving to a new digital banking experience?
The new digital banking experience gives you access to a new layout of features that is bright and fresh with intuitive navigation. It will allow G&F to be more responsive than ever before and make changes to your digital banking experience much faster, based on your feedback.
We welcome you to send any comments and questions through this 1-minute survey.
What security features does the new digital banking experience provide?
The new experience offers you the best security available to protect your personal information and financial assets. Security elements such as 2-step verfication will ensure you have the best protection possible:
2-step verification
When you first login to the new app and online banking experience, you will be prompted to set up 2-step verification. You can choose to set it up now, or another time, as long as you set it up by March 4, 2021. With 2-step verification, you’ll go through two steps in order to login to your account:
- Enter your Login ID (your member number) and personal access code
- Enter a unique verification code which you will get from a text message or email, whichever you chose to set up.
You won’t be prompted to use 2-step verification each time you login, but you can expect to be prompted when risk may be higher (for example, the first time you login from new device or location).
Will I be able to link my Collabria credit card within online banking?
Yes. You will be able to link your Collabria credit card to the new digital banking experience. The process is simple and, once complete, you will have access to your credit card information within 15 minutes. If it’s a new card, make sure you activate it with Collabria first!
How do I see my transaction history and export a list of transactions I've made?
- Login to online banking using your computer.
- Choose “My Accounts” in the top-left hamburger menu and select the account you want. You will see a list of transactions for that account.
- Filter the information you need by date, amount, and transaction type.
- Click “EXPORT” near the middle-right of your screen to export a history of transactions in either Excel (CSV) or Quickbooks (QFX) format.
How do I change the name of an account?
On your computer:
- Login to online banking.
- Choose “View my accounts” in the top-right menu and click on the “cog wheel” on the right. This will bring you to “Manage accounts”.
- Click on the pencil icon beside your account name and change the name.
On your phone or tablet:
- Login to the app and click on the account you want. This will bring you to a new screen, which shows your balance for that account.
- Click on “Details” in the top right.
- Click on “Edit” beside the account name and change the name.
TIP: If you want to see your accounts in certain order, start your new name with A, B, C... as they will be displayed in alphabetical order.
Will my saved login profiles still be available in the new app?
No. You’ll need to set this up again in the new app. Call us if you need help! 604-419-8888.
Is there an option to download e-statements?
This feature is available through online banking using your desktop computer or laptop.
How do I filter my search criteria so that I can find things like a bill payment I made on a specific date?
Type the words "bill payment" into the search field, set the date range and you'll be given a list of bill payments.
The same applies if you are searching for a cheque: type the word "cheque" into the search field.
Will my saved Alerts still be there when I try the new digital banking experience?
Yes. Your existing Alerts will still be in place. If you would like view or modify your Alerts, you will need to do that in the old or new online banking, using a desktop computer or laptop. Viewing or modifying Alerts is not currently available in the mobile banking app.
We want to hear from you!
Have you tried the new mobile banking app? Click here to fill out a 1-minute survey.
Have you tried the new online banking experience? If you prefer banking with your computer, you can send your comments or questions through this 1-minute survey.
Your feedback will inform future enhancements we build for your digital banking experience. So let us know!