Online Banking FAQ

Answers to the most frequently asked questions about ATB Online banking.

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 1-866-282-4932 7am-11pm.




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 the Customer Care Centre at 1-866-282-4932 for assistance.




Can I change password at any time?

Yes. In fact we recommend changing it every 30 days for added security.




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. Or give us a call at 1-866-282-4932.




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. 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 (effective January 1, 2016) 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.




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 dollar and CDN dollar accounts?

Yes, you can transfer funds between your USD 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 USD and CDN 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 Care Centre 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.




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 a transfer to another ATB customer or someone who uses another bank?

Yes. If the account is based in Canada you'll need 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), Global Transfers, 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.



Security

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 will:

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

 

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 will:

  • Require you to identify yourself on the login page before we grant you access to your accounts.
  • Protect your account and login information behind secure firewalls.
  • Send and receive your 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.

 

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:Protect your password

  • Use a firewall
  • Use anti-virus and anti-spyware software
  • Keep your browser and operating system up-to-date
  • Protect your Internet connection
  • Protect 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 your password has been compromised, you are the only one who can access your account information.

 

Why should I 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.

 

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 with personal information, including your passwords, customer card numbers, or login information.

There are occasions where you will be sent a link that will allow you to re-set a password or enrol in ATB Online. But that will only happen in response to something you have requested or agreed to.

 

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

How does the enhanced security work?

The ATB Online security guarantee protects you when you access your ATB Online account by having you provide answers to personal identification questions that only you would know. Once you've registered, the security program will remember which computer you normally use, creating a unique "signature." If unusual activity occurs, ATB Online will take the additional step of asking your personal identification questions, to provide even greater security to your online accounts.

 

Are the answers to my challenge questions secure?

Yes. They are treated as securely as your password and are never displayed to anyone.

 

What if I cannot remember the answer to a challenge question or give the wrong answer?

Please contact the Customer Contact Centre at 1-877-731-3501 (toll-free) or go into any ATB Financial branch and speak to one of our associates.

Will my session time out when I am trying to answer the questions?

For your protection, the session will time out after 10 minutes.

 

If my session times out and I log back in, will I be prompted with the same question?

Yes. Once you have been prompted with a question, the program will continue to ask that question until it is answered correctly.

 

Can I change my personal identification questions or answers?

Yes, but only after you successfully log in. When you are logged in to ATB Online, click on the Self-Service tab and select Manage Security Questions Answer in the Preferences section. You then must correctly answer one security question before you can change the series of questions and answers.

 

Do I have to sign up for this enhanced security?

Yes. In order to give you an appropriate level of security, ATB Financial now requires all online customers to use the enhanced security upon sign-up.

Other questions

How can I suggest an improvement to the ATB Online site?

We're always interested in your comments and suggestions. You can send us a message by clicking on the Messages tab within ATB Online, or send us an email by visiting the ATB.com Contact Us page.

 

Which personal financial planning software packages does ATB Online support?

Our system is designed to support online banking with Simply Accounting, Quicken (Intuit), QuickBooks, Quicken Interchange Format, and Spreadsheet (CSV). Please refer to the Help section in those programs for assistance. You can also refer to the program support website for further information and assistance.

 

Is there a charge for using ATB Online?
There is no specific charge for using ATB Online. However, you may be charged based on the ATB account package you chose. For more information, please call ATB's Customer Contact Centre at 1-866-282-4WEB (4932).

Interac e-Transfer

The basics

 

How much does it cost to send or receive an Interac e-Transfer?

For many customers, nothing! The following accounts offer unlimited Interac e-Transfers:


For other Canadian-dollar accounts, sending an Interac e-Transfer costs $1.50. Receiving an Interac e-Transfer is always free.

 

Which accounts are eligible to use the Interac e-Transfer service?

  • ATB personal chequing and savings accounts have access to the service. Interac e-Transfers aren't available on the US Dollar Chequing and US Dollar Savings accounts.
  • If you have multiple accounts, you will be able to choose from a drop-down list of eligible accounts when you go to send an Interac e-Transfer.
  • Business clients can learn more about Interac e-Transfers here.

 

Are there limits for the amount of money that can be sent or received via Interac e-Transfer?

Yes. There are limits to how much you can send and receive each day, week, and month. These limits are rolling limits, which means the Interac e-Transfer amounts are combined to give the overall limit total.

Outgoing e-Transfer limits:

  • Minimum outgoing e-Transfer: $10
  • Maximum outgoing e-Transfer sent from online banking: $5,000
  • Maximum outgoing e-Transfer sent from mobile banking: $5,000
  • 1-day rolling limit: $5,000
  • 7-day rolling limit: $14,000
  • 30-day rolling limit: $60,000

Incoming e-Transfer limits:

  • Maximum incoming e-Transfer: $10,000
  • 1-day rolling limit: $10,000
  • 7-day rolling limit: $70,000
  • 30-day rolling limit: $300,000
  • If you try to send an Interac e-Transfer that will put you over the dollar amount allowed, you will receive an error message notifying you that the transfer cannot be completed.

 

Who can I send money to?
You can send an Interac e-Transfer to anyone, as long as they have a valid Canadian deposit account at a participating financial institution. All you need to know is their name and email address.

 

Do I need ATB Online to send an Interac e-Transfer?
Yes. Once you are logged in to ATB Online, you can send money without an additional log-in or authentication. There is no special Interac e-Transfer username or password.

If you do not have an ATB Online account, call 1-866-282-4932 or visit your local branch.

 

Do I need ATB Online to receive an Interac e-Transfer?

No. You simply need to have online access to any Canadian bank account from a participating financial institution.

If you don’t have online access to your bank account, or your financial institution doesn’t yet support Interac e-Transfer, you can choose to deposit the funds using the link provided in the email you receive. It will take approximately 4-6 business days to complete, and a service fee will be deducted by Acxsys Corporation. 


What information do I need to send an Interac e-Transfer?

You’ll only need two things:

  • The recipient’s name
  • The recipient’s email address

 

Will I be able to see my Interac e-Transfers on my account statement?

Yes, your Interac e-Transfers will be identified on your printed statement and ATB Online.


Can I complete an Interac e-Transfer through ATB Mobile?

Not right now. This feature will become available at a later date.


I’m having problems with the Interac e-Transfer service. Who can help me?

  • Phone: Call the ATB Customer Care Centre at 1-866-282-4932 between the hours of 7:00am – 11:00pm MST, 7 days a week.
  • ATB Online: While logged into your ATB Online account, click on the Messages tab and follow the Send a Message link. You will then send a secure message to the ATB Online team.
  • ATB.com: Select the Contact Us link on ATB.com to send a message to the Customer Contact Centre.

 

Using e-Transfer

 

How do I log in?
Once you are logged in to your ATB Online profile, you will automatically be able to use the Interac e-Transfer service. There is no separate log-in for Interac e-Transfer.


How do I register for the Interac e-Transfer service?
Simply log into your ATB Online account and select the Interac e-Transfer tab at the top. All you need to do is enter your name and your email address. Your contact information will be saved, so you don’t need to re-enter it each time you complete a transfer. You can edit this information at any time.

 

After I register, how long do I need to wait before I can send money?

You don’t have to wait at all! After registering, you will have immediate access to send or receive an Interac e-Transfer.

 

How long do I have to accept/deposit an incoming Interac e-Transfer?

You have 30 days to accept/deposit an Interac e-Transfer from the time it was sent. For transfers that originate with ATB, if you don’t deposit your transfer, you will receive a Recipient Expiry Reminder Notice email every 7 days, up to 4 times.

 

What happens if I don’t accept/deposit the funds in the necessary time frame?

You will receive a Recipient Expiry Notice email telling you that the transfer funds are no longer available to you. The sender will also receive a notice that the transfer has expired, and they will be given directions on how to re-deposit the funds in their own account.


Can an Interac e-Transfer be recalled if the funds have already been deposited into the recipient’s account?

No, an e-Transfer transaction cannot be reversed after the recipient has completed the transfer and deposited the funds. You’ll have to obtain a refund directly from the recipient.


If I send an Interac e-Transfer but cancel it before it is accepted by the recipient, am I still charged?

Yes. As soon as you receive confirmation that you e-Transfer has been sent, you will be charged the relevant fee. Even if the e-Transfer is later cancelled, the fee will still apply.


Can I send or receive funds in different currencies?

No. The service allows for the transfer of only Canadian funds.

 

Can I access the Interac e-Transfer system when I am abroad?

Yes, as long as you can access your ATB Online account and your designated email account. Interac e-Transfer is a part of your online banking account, and therefore they can still be sent or received.


Is Interac e-Transfer available in multiple languages?
Unfortunately, ATB’s Interac e-Transfer service is available only in English.

 

What is an ‘Offline Transfer’?

An Offline Transfer is for recipient(s) that:

  • Do not have access to online banking.
  • Do not have an ATB account that is eligible to accept an Interac e-Transfer.
  • Wish to deposit an Interac e-Transfer into an account at a financial institution that does not offer the service.


If you don’t have online access to your bank account, or your financial institution doesn’t yet support Interac e-Transfer, you can choose to deposit the funds using the link provided in the email you receive. It will take approximately 4-6 business days to complete, and a service fee will be deducted by Acxsys Corporation.

 

Security

 

How secure is Interac e-Transfer?

It’s very safe. The funds are transferred through ATB Online and the Interac network, and the recipient of the funds is required to answer a security question to deposit the funds.

Although the communications are sent by email, the money moves through the secure network and no confidential banking information is shared between the sender and the recipient.

Also, Interac e-Transfers are protected by the ATB Financial Online Banking Security Guarantee.


Is my personal banking information sent through email?

No. All details are sent through the secured Interac network.

 

What information will be stored in my Interac e-Transfer profile?

Only your name, email address, and your language preference. The same information is stored for any of the Saved Recipients you may create.

 

What are the criteria for creating an Interac e-Transfer security question’?

The security question created by the sender must have a single word answer which can be answered by the recipient. This answer serves as an additional method for the system to confirm the recipient’s identity.

The following parameters must be met when creating the security question:

  • A minimum of 1 character and a maximum of 40 characters
  • Numbers, letters or hyphens are allowed
  • Answer must be a single word

 

What are some examples of security questions?

  • In what city was I born?
  • Where did we first meet?
  • Where did we go for your last birthday?


What happens if the recipient of my Interac e-Transfer incorrectly responds to the security question I provide?

The recipient has three attempts to correctly answer the security question. If they do not correctly answer the question, the transfer becomes inactive and the funds can not be deposited.

At this point a Failed Validation Notice will be sent to notify you that the transfer has failed. This notice will include instructions on how you can re-deposit the funds into your account.

 

Technical support

 

What are the technological requirements to access the Interac e-Transfer service?

  • You should use a modern internet browser to access ATB Online and, by extension, Interac e-Transfer. This includes Internet Explorer 9 or higher, Google Chrome, Firefox, Safari, and Opera.
  • Using a modern browser ensures the best possible security, speed, and experience.
  • Always use safe internet browsing practices when visiting our site.

 

I’m having problems with the Interac e-Transfer service. Who can help me?

You have a few options:

  • Phone: Call the ATB Customer Care Centre at 1-866-282-4932 7am–11pm, 7 days a week.
  • ATB Online: While logged into your ATB Online account, click on the Messages tab and follow the Send a Message link. You will then send a secure message to the ATB Online team.


What if there is a problem with the Interac e-Transfer service or ATB Online?

If there is a problem with ATB Online or Interac e-Transfer, a notice will be placed on the main site page notifying you of the outage or error.

We will not send you an email or call you asking you to log in to ATB Online to fix the problem. If you receive an email or phone call telling you to do this, it is a scam. Email fraud@atb.com to report the incident.


How will I know if there are updates to the e-Transfer service?

Any changes to the e-Transfer service will be made directly onto the ATB Online system, so you do not have to make any changes. We will let you know before any updates are made.

 

Need help?

Our Client Care team will be happy to assist.