FAQs for Online Banking and Mobile Banking

FAQ Online Banking

Online Bill Payment FAQ's


Mobile Banking FAQs

Mobile Alerts FAQs

Alerts can help you stay informed. Choose from a variety of alerts that you can personalize to meet your needs. You can receive alerts by email and text message any time, anywhere.

FAQs Online Banking

Logging into Online Banking

To login, please navigate to the online banking page then enter your account information and your password. Then, click on the Login button.

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Enhanced Security

Online Banking will prevent unauthorized viewing of your account information, as long as you are careful to logout. This feature enables Online Banking to prevent pages from being cached by your browser, so that clicking the Back button will not display a previously viewed page after you click on logout. It is important to use this feature if you are using a public or shared access computer. It is always important to properly logout when you are finished using Account.

Memorized Accounts

For your convenience, Online Banking can memorize your account information, and then each time you Login you can simply select the appropriate Memorized Account from a list. Once you have entered your Memorized Account, you can access them by clicking on the drop-down arrow beside Memorized Accounts. Then, click on the memorized account you wish to access, enter the password for the selected Memorized Account, and click on the Login button.

Please note that you must have JavaScript enabled in your browser for your account information to be filled in automatically. Otherwise, your account information will appear beside the account name in the list of Memorized Accounts for your reference.

Online Banking will not memorize your password. Your browser may include a feature that would allow it to fill in your password automatically, but we recommend that you do not use this feature with Online Banking.

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How can I get a Login ID? 

You can get a Login ID by registering for Online Banking. To register please visit your local branch or call the Contact Centre toll free at 1.877.560.0100, 613.560.0100 in Ottawa or 416.252.5621 in Toronto.

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What is my Login ID?

Your Login ID will be your Account Number.

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I forgot my password, how do I get a new one?

To get a new Online Banking Password please call the Contact Centre toll free at 1.877.560.0100, 613.560.0100 in Ottawa or 416.252.5621 in Toronto. You can also visit your local branch.

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I forgot my Login ID, how can I retrieve it? 

Based on how you registered for Online Banking, your Login ID will either be:

Your Account Number. If either of those Login IDs do not work, please call the Contact Centre toll free at 1.877.560.0100, 613.560.0100 in Ottawa or 416.252.5621 in Toronto. You can also visit your local branch.

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Adding a Memorized Account

This feature allows you to memorize your Login ID for a faster, more convenient login. For each Memorized Account you add, the system will store a description and your account information for later use. This feature also allows you to remove Memorized Accounts that you no longer wish to access through Online Banking. Click here to add a memorized account.

Note: You must have cookies enabled in your browser to use this feature. If you delete the cookies from your browser, you will need to add your Memorized Accounts again as they will be deleted with the cookies.

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Why can't I access my online banking account? 

To ensure your banking safety and security, access to your online banking account will be deactivated if you have not logged into your account within the last six months. 

Please reach out to our contact centre at 1.877.560.0100 to reactivate your online banking access.

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Online Bill Payment FAQ's 

The biller I want to pay isn't available through online banking. 

If you find there’s a biller that’s inaccessible for payment through our services, please contact the biller directly for alternate payment arrangements, since some companies have their own online payment service. If you find a biller isn’t in our payee list, please let us know - we’re able to forward your request onto our online banking provider, Central 1. Be sure to include the company name, and address, and if available, contact person and email.

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I was paying bills online, and made a mistake – how can I correct it?

If you made an error while paying your bills online, we can help! Our Contact Centre staff would be pleased to reverse the transaction for you, provided your request is made during business hours. Monday to Friday from 8:00 a.m. to 6:00 p.m. EST and Saturday and Sunday from 9:30 a.m. to 4:00 p.m. EST.*

*A $15.00 service fee applies. Amount reversed will be your payment amount, less the $15.00 fee.

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Can I call the Contact Centre to pay my bills?

Yes, our Contact Centre staff would be pleased to help you with your requests. You can also pay your bills at the counter in all our branches.

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I deleted a company from my payee list. Does that mean any future payments to that company are automatically deleted as well?

No – when you delete a bill payee, any recurring or future-dated payments you have set up for that payee must also be deleted. Otherwise, the payment will try to process as scheduled, and the receiving company will be notified that your payment failed.

To avoid unnecessary failed payment notifications, please ensure you delete any future payments you may have scheduled for a bill payee you want to delete.

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I made two equal payments to my bill, but one was rejected. Why?

Any duplicate transactions will get cancelled. For example, if you submit two payments on the same day to your biller, and both are for $100.00, one of the payments will be rejected and the funds returned to your account the next business day. For payments that need to be made in two or more instalments, ensure the dollar amounts are different.

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FAQs Mobile Banking


What's a mobile app?

A mobile application (mobile app) is software that can be downloaded from an online app store and installed on a smartphone running a compatible operating system, such as an iPhone or Android. Alterna’s mobile app provides on-the-go access to check account balances, pay bills, make Interac™ e-Transfers, transfer between your accounts, deposit cheques and so much more. Compatibility – requires iOS12 or later. Compatible with iPhone, iPad, iPad Touch, and Android smart phones.

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Do I need to set up Online Banking before using the Mobile App?

Yes, you will need to log into online banking with your member number and temporary password before logging into the mobile app.

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Is my personal information safe with Alterna's mobile banking app? 

Your security is top priority, which is why our mobile banking uses the same level of secure protection as our Online Banking platform. You log in with the same credentials, and once you log out, your secure session will end.

Read these tips to protect yourself while banking on-the-go.

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Can I change my online banking password through the mobile app?

For security reasons, your online banking password can only be changed through our secure online banking, in the Profile and Preferences section. If you can’t remember your password, call us at 1-877-560-0100 to have it reset and obtain a temporary password. Then, login to mobile banking using the temporary password, go to Settings and select Change Password, then enter your current password and enter a new password to change your password to something you'll easily remember.

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What do I do if my phone is lost or stolen?

Immediately change your online banking password. If you can’t access online banking, visit one of our branches or call our Contact Centre as soon as possible. Before traveling, check with your mobile device carrier regarding data plans, rates, and roaming fees.

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Does my mobile banking work when I am out of town, province, or country?

As long as you have access to the Internet, mobile banking is available wherever you are, whenever you need. Before traveling, check with your mobile device carrier regarding data plans, rates, and roaming fees.

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How do i cancel my mobile banking access?

You can cancel the app by simply deleting the application from your phone. Mobile web access is always available through the Internet (www.alterna.ca) on your smartphone or mobile device. Changing your online banking password will prevent anyone from accessing your account(s) should your device be lost or stolen.

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How does the mobile web differ from a mobile app?

Our ‘mobile-friendly’ version of online banking is less resource-intensive than our regular site, and is easier to read and use on a mobile screen. Both the mobile web and Mobile app will let you perform banking functions, but the Mobile app provides a better user experience and additional features like Deposit AnywhereTM

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What is deposit Anywhere? 

Deposit Anywhere is a new feature of the Alterna Mobile Banking App that will allow members to conveniently, quickly and securely deposit Canadian cheques on their iOS and Android devices by taking a picture of the physical cheque.Learn more.

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Can I text Alterna?

No – this feature is not currently available.

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How much does it cost to use Mobile Banking with Alterna?

Mobile banking with Alterna is free, whether you use the mobile web or iPhone app. We do not charge for account balance inquiries, bill payments, transfers to, from or between Alterna accounts unless you’ve exceeded what’s included in your banking package. See our Service Fee Listing for details of fees on our other services. However, standard data and messaging rates may apply - check with your mobile device carrier (Fido, Rogers, Bell, Telus, Virgin, etc.) for service fees related to your plan.

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FAQ's Mobile Alerts

Alerts can help you stay informed. Choose from a variety of alerts that you can personalize to meet your needs. You can receive alerts by email and text message any time, anywhere.

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What are Alerts Contacts & Mobile Nicknames?

Alerts Contact(s): 

Manage your Alerts Contact(s), which can be your email or mobile phone number. You can add, delete, and even disable a contact temporarily. Note that we will only use the contacts below to send you alerts. To send an alert to the contact(s) below, please visit the Manage Alerts page and select a contact for that alert. NOTE: you are allowed a maximum of 6 alerts contacts at any one time.

Mobile Nicknames:

By default, your accounts are given short mobile nicknames to make it easy to identify them. Mobile account nicknames help keep your information secure by eliminating the need to display your account number(s).

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How to set up Alerts?

  1. Log into online banking and go to the Messages and Alerts tab from the hamburger menu. Click manage Alerts.
  2. Select an alert
  3. Select where you'd like to receive them by email or mobile phone
  4. Personalize the alerts you'd like to receive
  5. Agree to the Terms and Conditions
  6. Enter in your Alert Contact info
  7. Verify your passcode
  8. Choose how you would like to be alerted, phone or email
  9. Click submit to set up Alert

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Alerts History

You can view a history of alerts sent to all your contacts during the last 30 days by logging into your online banking, going to the Messages and Alerts tab from the hamburger menu and click View Alerts History.

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Types of Alerts

  • Password has been changed
  • New Payee has been added
  • Online login to your account
  • Interac e-Transfer® recipient has been added

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