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 Online Banking FAQ

 

ATB Online™ Frequently Asked Questions (FAQ)

For answers to the most frequently asked questions about ATB Online banking, please select a topic.

My Account

  • How do I log in to ATB Online?

    To log in to ATB Online, please use your Username and Password. If you do not have a username or password, please give us a call at 1-866-282-4WEB (4932).

  • I can't remember my web password and/or my access has been locked. What do I do?

    Please click the Forgot Password link below the Sign-In button, or call ATB's Customer Contact Centre at 1-866-282-4WEB (4932) for assistance.

  • Can I change my web password at any time?

    Yes, passwords may be changed at any time. Although you are not required to change your web password regularly, ATB recommends that you change your password at least every 90 days for added security.

  • I've received a new ATB customer card number. What should I do?

    Customer card numbers are no longer required to log in to ATB Online, so you do not need to contact ATB when you receive a new card. To log in to ATB Online, please use your Username. If you need help changing your Username, give us a call at 1-866-282-4WEB (4932).

  • How do I enrol to access my account information online?

    Please contact us at 1-866-282-4WEB (4932) between 7 a.m. and 11 p.m.

  • What accounts can I access using ATB Online?

    ATB Online banking gives you access to all of your balances, including chequing and savings accounts, term deposits, Guaranteed Investment Certificates (GICs), Registered Retirement Savings Plans (RRSPs), Tax-Free Savings Accounts (TFSAs), personal loans, mortgages, and MasterCard®.

  • I've received an error while logging on. What do I do?

    Your account information may be incorrect. Please click the Forgot Password link underneath the Sign-In button and follow the instructions to change your password. Alternatively, you can call 1-866-282-4WEB (4932).

  • What is Account Activity?

    Account Activity lets you review transactions posted to all your personal and MasterCard accounts. To review your transactions, simply click on the Account Activity tab and select the time period you wish to review. On the new ATB Online, you can review 180 days of transactions.

  • What details will I find in Account Activity?

    Within the Account Activity section, you can review details about each transaction you've made in the past 180 days, including the date, amount, and description of the transaction, as well as the available balance in your account after the transaction was posted.

  • Are balances and past account transactions provided in real time?

    Yes, ATB's banking system is updated in real time as transactions are processed, including transactions that occur in ATB Online, telephone banking, or any of our other banking channels. However, please note that MasterCard transactions may take several business days to update.

  • I want to contribute to my Registered Retirement Savings Plan (RRSP) through ATB Online. Will ATB restrict my contribution to the prescribed limits so that I'm not penalized by CRA for over-contribution?

    Your RRSP contribution limits are established by Canada Revenue Agency (CRA) and are based on many factors that we may not know, including your taxable income in prior years and past pension plan contributions. The limits are calculated by CRA and are communicated to you alone. For this reason, we recommend that you monitor your limits and make sure that you don't over-contribute to your RRSP. ATB can't prevent your transaction if it results in an over contribution.

  • I want to deposit into my Tax Free Savings Account (TFSA) through ATB Online. Will ATB restrict my contribution to the appropriate limits so that I'm not penalized by CRA for over-contribution?

    The current CRA limit for TFSA contributions is $5,500 per calendar year. However, because you can deposit, withdraw, or transfer TFSA funds between different financial institutions, ATB is not able to monitor your contributions or your limit. For this reason, we recommend that you monitor your TFSA limits and make sure that you do not over-contribute. ATB can't prevent your transaction if it results in an over contribution.

  • What do I do if I've made a payment to Canada Revenue Agency (CRA) in error?

    If you've made a payment error or need to request a payment trace, you will need to contact CRA directly. Visit their contact page or call their enquiries line at 1-800-959-8281.

  • Can I stop my future-dated ATB Online bill payments?

    Future-dated ATB Online bill payments are those that are created and stored in your ATB Online account as Recurring Payments or a One-Time Payment. Any future-dated bill payments you create online may be stopped or replaced with a new bill payment. To change or delete a future-dated bill payment, follow these steps:

    1. Log in to ATB Online.
    2. Select the Pay Bills tab at the top of the page.
    3. Select Pending Payments from the top navigation.
    4. Click the Edit/Cancel button to change payment details, skip a payment, or delete the payment.
  • Can I stop my future-dated ATB Online transfers?

    Future-dated ATB Online transfers are those that are created and stored in your ATB Online account. Any future-dated transfer you create online may be stopped or replaced with a new transfer.

    To change or delete a future-dated transfer, follow these steps:

    1. Log in to ATB Online.
    2. Select the Transfers tab at the top of the page.
    3. Select Pending Transfers from the top navigation.
    4. Click the Edit/Cancel button to change transfers details, skip a transfer, or delete the transfer. For transfers to external accounts, your only options will be to view or delete.
  • Can I transfer between US$ and CDN$ accounts?

    Yes, you can transfer funds between your US$ and CDN$ accounts by using ATB Online. To make the transfer, click on the Transfers tab and select the Transfer Between my Accounts option. Input the appropriate account and currency, verify the transfer and exchange rate, and click Submit.

    Please note that recurring transfers aren't available between US$ and CDN$ accounts, and if you need to transfer funds to another financial institution, you are limited to Canadian-based accounts.

  • How do I make a change to my existing ATB Online account?

    The most convenient and secure way to request any account changes is through the Message Centre. To complete a request, follow these steps:

    1. Log in to ATB Online.
    2. Select the Messages tab at the top of the page.
    3. Select New Message from the top navigation.
    4. Select the appropriate subject from the drop-down list.
    5. Select the account you are referring to.
    6. Fill in the message box and click Submit.

    ATB will respond to your request within two business days and send a confirmation message back to you. You can access this confirmation message within the Message Centre.

  • How do I pay bills through ATB Online?

    Paying bills through ATB Online is quite simple, but first you must add bill-payment creditors to your banking profile. Don't worry—you only need to do this once. To add a creditor, follow these steps:

    1. Log in to ATB Online.
    2. Select the Pay Bills tab at the top of the page.
    3. Select Manage Payees from the top navigation.
    4. In the Add Payee field, type the first three characters of the creditor's name. Suggestions will populate.
    5. Select the name of the creditor you wish to add and click Next.
    6. Enter your account number with that creditor and change the creditor nickname, if desired.
    7. Click Next and then click Confirm.

    Now that you've added this creditor, you are ready to make a payment. Please note that bill payments made through ATB Online can take 2–5 business days to be posted to your creditor.

    One exception is with ATB Financial MasterCard bill payments. When you use ATB Online to make a payment on your ATB Financial MasterCard, this payment will be immediately reflected on your available credit balance—which means that you can use the funds right away. Although the available credit balance will immediately reflect the payment, the owing balance and ATB MasterCard Account Statement will require 1–2 business days to post the transaction.

  • I have made a payment to the wrong creditor. Can I reverse it?

    Unfortunately, bill payments cannot be reversed in most cases. However, ATB can initiate a trace request and seek a refund from the creditor on your behalf. Applicable charges will apply and payment reversal is not guaranteed, especially if you owe funds to that creditor.

    If you would like to initiate a bill payment trace, please visit your local branch or call our Customer Contact Center at 1-800-332-8383. To help with the tracing process, we will need the creditor name and contact information, your account number with them, and the ATB Online transaction reference number.

  • What bills can I pay using ATB Online?
  • When paying bills, how do I make sure the creditor receives the payment before the due date?

    There are a few ways you can make sure your bills are paid on time:

    • Complete your online bill payment at least four business days before it's due.
    • Schedule future-dated bill payments. This allows you to automatically transfer money from your account to the creditor on a specific date, ensuring that you never forget a bill and always pay on time.
    • Check with your creditor to see if they can automatically debit your account whenever your bill is due.
  • My ATB MasterCard information is not displayed with my account information. What do I do?

    Please contact us through the secure Message Centre. Here's how:

    1. Log in to ATB Online.
    2. Select the Messages tab at the top of the page.
    3. Select New Message from the top navigation.
    4. For the subject, select MasterCard Inquiry.
    5. For the account, select your ATB MasterCard account number.
    6. Fill in the message box and click Submit.

    Your MasterCard will be added to your ATB Online profile within two business days.

  • Why is the card number on ATB Online different from my MasterCard number?

    The number that appears on ATB Online is your MasterCard account number, which is not necessarily the same as your physical card number. For example, if you have a joint account or have had your card replaced in the past, the numbers will likely be different. The account number on ATB Online is the same one printed on your ATB MasterCard account statements.

  • Can I complete an electronic transfer to another bank or to another ATB non-business customer?

    Yes, but the account must be based in Canada and you must have all the account information, including the institution code, transit number, and account number. To complete an electronic transfer, simply click on the Transfers tab and then Transfers to External Accounts. Please enter the account information carefully because you are responsible for the accuracy of this transaction.

  • Does ATB offer email money transfer?

    Yes. It's called Interac e-Transfer and it's available through ATB Online Banking. Visit our Interac e-Transfer page to learn more

    Other money transfer options include Electronic Funds Transfers (EFTs), wire transfers, bill payments, cheques, and transfers to external accounts within ATB Online.

  • How do I apply for electronic funds transfers?

    Electronic funds transfers are available to business customers only. For personal banking customers, pre-authorized automatic transfers are available. Please contact your branch for more details.

  • What is the "My Favourites" drop-down and how do I use it?

    This feature allows you quicker access to commonly used ATB Online sections. To add a section to My Favourites, simply select Customize My Favourites from the drop-down menu, check the sections you wish to add, and click the Submit button.

  • What should I know about privacy on ATB Online?

    We are committed to protecting your financial information and your privacy, which is why we have extensive security features in place to ensure that banking through ATB Online is safe and private.
    We:

    • Require you to identify yourself on the web log-in page before we grant you access to your accounts.
    • Protect your account and log-in information behind secure firewalls.
    • Send and receive your web account information in encrypted form.

    We don't:

    • Sell, share, or trade your Personal Information, nor do we permit its use by any other company or organization.
    • Require any of your Personal Information for you to receive general information on the products and services we offer.
    • Use your Personal Information for any purpose other than serving you and identifying how we can best serve you.
    • Ask you for any more information than we need in order to fully serve your financial needs.

    Read more information on our commitment to protecting your privacy and the confidentiality of your Personal Information

Security

  • What is Internet security?

    We need internet security to ensure the information sent and received online is confidential and true. Here, "confidential" means that unauthorized users can't read transmissions sent from one person to another. "True" means that messages aren't altered during transmission.

  • What has ATB done to ensure the privacy and security of my information on ATB Online?

    We are committed to protecting your financial information and your privacy, which is why we have extensive security features in place to ensure that banking through ATB Online is safe and private.
    We:

    • Require you to identify yourself on the web log-in page before we grant you access to your accounts.
    • Protect your account and log-in information behind secure firewalls.
    • Send and receive your web account information in encrypted form.
  • What can I do to protect my accounts and Personal Information?

    To protect your accounts and Personal Information, you should follow these online security practices:

    • Protecting your password
    • Using a firewall
    • Using anti-virus and anti-spyware software
    • Keeping your browser and operating system up-to-date
    • Protecting your Internet connection
    • Protecting yourself from online fraud
  • Can other people see my Personal Information when I'm using the web?

    Your web browser encrypts data while it's being transmitted. However, some browsers can store information in memory (cache) after it's been sent. To ensure your Personal Information is protected, clear your cache after every visit to a secure site.

  • Can anyone else access my account information over the Internet?

    ATB Online customer access requires you to enter your Username and a web password that only you should know. Unless you have compromised your password by telling someone else, you are the only one who can access your account information.

  • Why should I select "Log Out" when I'm finished using ATB Online?

    Once you have signed in to ATB Online, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts.

    For your security, ATB Online will automatically end your active session if there is no activity on your computer for about 10 minutes. However, to eliminate any exposure, you should end the active session by selecting Log Out.

  • What happens if I forget to log out when I'm finished using ATB Online?

    ATB Online will automatically log you out after 10 minutes if no activity is detected. However, for your security, ATB Financial suggests that you always log out when you have completed your online banking session.

    • Social insurance number (SIN)
    • Date of birth
    • Account numbers
    • Credit card numbers
    • Personal identification number (PIN)
    • Customer card number
    • Passwords

    If you have account-specific questions, please contact your nearest ATB Financial branch or call 1-866-282-4932.

  • I received an email from you asking for my electronic banking information. Is this a legitimate email?

    No, that is not a legitimate email from ATB Financial. ATB Financial will never ask you to respond via email to any requests for Personal Information, including your passwords, customer card numbers, or login information.

  • Is it safe to give my credit card number when ordering something over the Internet?

    Yes, it can be safe. But you need to make sure you are in a secure environment first. Look for the "secure transaction" symbol on your screen before entering your credit card number—it will look like a key or padlock somewhere on the very bottom of your browser window. If you don't see this symbol, don't enter your Personal Information. You should also verify the validity of the digital certificate to make sure it was issued from a trusted certificate authority like Verisign. Simply double-click the padlock icon to view the certificate's details.

Enhanced Security

Web Browser

Other Questions

Interac e-Transfer

The Basics

Using e-Transfer

Security

Technical Support

 

See information on our commitment to protecting your privacy and the confidentiality of your Personal Information.​​​​​​​​​​​​​​​​​​​​​​​​

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