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We're here to help.

If you run into problems, or have any questions, we're here to help. See below for answers and solutions to common client questions. If you don't find what you need here, give us a call at 1-877-541-4340 or visit your local branch.


Understanding changes to your statement, as of January 2013

You may notice some changes to your monthly account statements. These changes provide better details on how money flows in and out of your accounts. To help you understand your new and improved monthly statements, we have created two online resources:

  1. Statement Guide: Download a printable PDF of the latest statement changes.
  2. Transaction Definitions: Download a printable PDF of transaction definitions in alphabetical order.

How do I pay bills at the ABM?

Paying bills at the ABM is easy, but you need to create a bill payee list and nickname all your payees to complete these payments.

To create or update a bill pay profile, including nicknaming your payee, simply:

  • Drop into the branch and ask an ATB team member to help you.
  • Log in to your online account, and under "Pay Bills," add payees and/or nickname existing payees.
  • Is the branch closed? Call 1-877-541-4340 between 7 am–11 pm daily and an agent will be happy to assist you.

Telephone Banking information and tips

What are all the different numbers required for telephone banking?

  • Log in with your 3-digit branch number, 7-digit telephone banking number, and password.
  • Once you are in the system, you will be required to enter your 3-digit branch and 11-digit account number for balance inquiries, account history information, transfers, and bill payments on your chequing, savings, or loan accounts.
  • Your chequing and savings account numbers changed following our banking system upgrade. To figure out your new account numbers—simply add two zeros to the front of your old 7-digit chequing or savings account number and string your 2-digit sub number onto the end.
  • For example: Account # Sub #
    Your old number was: 1234567 01
    Your current number is: 00123456701 (Now part of main account number)

 

How do I check balances on my account in telephone banking?

Once you are in the telephone banking menu, press 1 for balance inquiries. You then have 2 choices: Press 1 to choose your branch and account number, or press the # to list all of your account balances.

If you select option 1, you can key in the branch and account number you are looking for the balance on, rather than hearing the full list of all their accounts.

If you select the # key, a list of your account numbers and balances will play.

The system works the same way for account history, transferring funds, and bill payments. If you know your branch and account number, you do not have to listen to the entire list of accounts.

How do I pay a bill?

  1. Listen to the list of bill payees (alphabetical)
  2. When you hear the company name of one you want to pay, press 1 and follow the prompts.

You can skip through the bill payment list by pressing 2 until you reach the one you are looking for. Once you have selected option 1 to pay the bill you want, you will need to enter your 3-digit branch number and 11-digit account number, or you can press 2 to select an account from a list.

Here is the new menu:

  • Press 1 to pay an account
  • Press 2 to hear the next account
  • Press 3 to repeat the account
  • Press 4 to hear the list again

Only press 1 when you hear the name of the account you want to pay.


Mastercard transactions in ATBOnline

Why do I see a MasterCard transaction with my name beside it?

While reviewing your MasterCard account details in ATBOnline, you may see a transaction line with your name as the descriptor that shows a purchase amount. This number sums up the purchases you made in the previous month. This is not a charge, it does not affect your balance owing, and it will not appear on your paper statement. We will correct this incorrect transaction as soon as possible.

I used my ATB MasterCard for a U.S. or other foreign purchase. What are the charges?

There are no new charges when you use your card for foreign purchases. Any foreign transactions are converted to Canadian dollars on your statement, and then you are charged a 2.9% conversion fee, which is part of total amount. Unfortunately, when these transactions are sent to ATBOnline, they are not being properly grouped with your purchase, so this may be a bit confusing. On your printed statement, these charges will show up correctly.

I have many transactions on my MasterCard this month. Why isn't my card number appearing next to all transactions?

This is an error on how the details are being shown on ATBOnline. This will be correct on your paper statement.


Designating a System Administrator

The ATBOnline Business banking system offers great freedom and control to users. To make sure your users are able to access the system, you are required to complete a few critical steps—starting with designating a System Administrator. Before anyone in your company can access ATBOnline Business, the System Administrator needs to know how to create roles based on certain entitlements and then assign these roles to newly created users.

To see how your company's System Administrator accesses online banking and sets-up roles, company users, and entitlements, watch the video.

Read more about setting up your users and their entitlements


EFT information and tips

Using our EFT service

ATBOnline Business users have two EFT building options: use ATB's EFT Editor or use your own in-house software. If you use your own in-house software to build your EFT files prior to upload to ATBOnline, and are currently using a 1464 byte EFT file format, you may need to make some changes to your file to ensure a seamless transition to our online banking system.

Download the new EFT Editor

How to verify your 1464 byte EFT file

Watch the EFT Video and get the important EFT details

I use my own software to build 1464 byte EFT files. Why can't I import them into ATBOnline Business?

ATB Financial's EFT service accepts the CPA standard 1464 byte EFT file format. If you have issues uploading your file, this is likely because it has been modified from the CPA standard. Two areas to examine are:

  1. The Currency field in the header record (Data Element 8, position 56 to 58). This is now a mandatory field and must be updated manually.
  2. The trailer record (Data Element 8, position 69-112). It may be missing some numeric characters (zeros).
    Download this PDF for step-by-step solutions to both these problems.

I can't download or operate the EFT File Editor.

There are two reasons why you might not be able to download the EFT File Editor: you are using a browser other than Internet Explorer, version 7 or newer; or you are using operating system Windows XP or older.

If you are using a browser other than Internet Explorer, version 7 or newer, download the newest version of Internet Explorer here.

If you are running a Windows XP or older operating system, you have three options:

  1. Update your operating system to Windows Vista or newer.
  2. Increase your memory (RAM) and upgrade to service pack 3 for XP.
  3. Create an EFT file manually using ATBOnline Business.

You do not need to download the ATB EFT File Editor to create and manage EFT files in ATBOnline Business. To manually create an EFT file, and set up an EFT file template that is saved for future use, follow the steps on page 5 of the EFT User Guide (page 8 on the PDF).

I can't load existing files with "zero" amounts into the EFT Editor.

The EFT Editor does not allow previously saved 96-byte files with zero dollar amount records. To upload these files, you must first delete these records. We recommend that you keep a master file with all transactions. For each pay period, create a new file similar to the naming convention for a work document. For example, if the master file is called "masterfile," each month you access this file, delete those not to be paid and save as the pay period (e.g. Jan. 15). Then submit this file for processing.

I can't print a file created in the EFT Editor.

You may experience this problem if your report is longer than one page. This problem has to do with the layout and/or margins set up in the report. Please ensure the layout is set to landscape, or try changing the margins to 1.0 inches. ​​​​​​

An interactive look at your statement changes

The following information represents some of the changes you may notice on your statement, thanks to our recent banking system upgrade.

To get started, click on the section you would like to review in the left column, or scroll down to view all sections. If you would like to learn more about an account detail or transaction, simply hover over the corresponding blue number. Please note that the fees and rates listed below are for example purposes only.

 


 

Account summary

 

 

 

Deposit account summary

 

 

Note:
As with all accounts, the ‘Balance Forward’ in this example is $0.00 as this is the first statement generated from our new banking system. However, unlike the Unlimited Account example on this statement, the 'Account Opening Balance' for the Springboard Savings Account shows $443.15. This amount reflects the balance in the account at end of day on August 31, 2011.

 

 

 

Fixed loan summary

 

 

 

Line of credit summary

 

 

 

Investment summary

 

 

 

 

 

An interactive look at your statement changes

The following information represents some of the changes you may notice on your statement, thanks to our recent banking system upgrade.

To get started, click on the section you would like to review in the left column, or scroll down to view all sections. If you would like to learn more about an account detail or transaction, simply hover over the corresponding blue number. Please note that the fees and rates listed below are for example purposes only.

 


 

Account Summary

 

 

 

Business Deposit Account

 

 

 

Business Savings Account

NOTE: As with all accounts, the Balance Forward in this example is $0.00 as this is the first statement generated from our new banking system.

 

 

 

Business Line of Credit

NOTE: On September 21, you may see multiple Loan Interest DR transactions. These are the interest calculations from September 1-21. We had a hiccup posting the Loan Interest debits in real time after the upgrade, but we have now fixed this issue. As a result, for any day you had at least one withdrawal and/or payment to your line of credit since September 1, you will see a Loan Interest debit dated September 21—this is our system catching up with your transaction history.

Explanation of missing transactions: Some customers may notice that they are missing certain dates for transactions on their statement. We apologize—this was an error that occurred when we created the statements using our new banking system. Rest assured that your balances are correct, and we can provide you with your transaction history through ATB Online. You can also visit any of our branches to get a copy of your transaction history.