Online banking FAQ
Answers to the most frequently asked questions about online banking with ATB Personal.
Skip to: Security | Interac e-Transfer®
FYI: Browse our list of digital banking tutorials for step-by-step instructions of many of the functions of ATB Personal web and app.
How do I log in to ATB Personal web?
- From atb.com, click the Sign in link in the top right corner
- From the sign in screen, click Sign in under ATB Personal
- ATB Personal login screen, enter your Username and Password
- Click Login
If you do not have a username or password for ATB Personal, or if you've been locked out of your account, please call us anytime at 1-800-332-8383.
If you've forgotten your username or password, click the relevant button on the ATB Personal login screen.
How do I change my password?
We recommend changing your password every 30 days for added security.
Learn how to change your password on ATB Personal web.
Are account balances and transactions provided in real time?
Yes, ATB's banking system is updated in real time as transactions are processed, including transactions that occur online, by telephone banking, or through any of our other banking channels. Note that when you use ATB Personal web 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, however, the owing balance and account statement will require 1–2 business days to post the transaction.
I want to contribute to my Registered Retirement Savings Plan (RRSP) through ATB Personal. Will ATB restrict my contribution amount 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 (through properties like your Notice of Assessment or via the CRA website). 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 Personal. 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, 2020) for TFSA contributions is $6,000 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.
How do I pay bills or transfer funds on ATB Personal?
- How to pay bills on ATB Personal
- How to transfer funds between your accounts on ATB Personal
- How to pay bills in your ATB Personal app
- How to transfer funds between your accounts in your ATB Personal app
What can I do if I’ve made a payment to the wrong creditor?
Unfortunately, bill payments can’t be reversed in most cases. However, ATB can initiate a trace request and seek a refund from the creditor on your behalf. Applicable charges may apply and payment reversal is not guaranteed, especially if you owe that creditor.
If you’d like to initiate a bill payment trace, please visit your local branch or call our Client Care Centre at 1-800-332-8383. We’ll need the creditor’s name and contact information, your account number with them, and the ATB Personal transaction reference number.
Why is the card number on ATB Personal different from my Mastercard number?
The number that appears on ATB Personal is your Mastercard account number, which isn’t 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 [Personal] is the same one printed on your ATB Mastercard account statements.
Where do I find the form to set up direct deposits (i.e. payroll) or direct debits (i.e. pre-authorized payments)?
Here's our Payroll, Direct Deposit or Direct Debit form.
Which personal financial planning software packages does ATB Personal support?
Our system is designed to support online banking with QuickBooks 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.
You can find all the details about how ATB works to ensure the privacy and security of your information on ATB Personal by reviewing the following:
>Privacy & Security
>Online Banking Guarantee
>Online Security FAQs
>Terms & Conditions (PDF)
- 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 happens if I forget to log out when I'm finished using ATB Personal?
ATB Personal 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.
What is two-factor authentication? Why is it important?
It’s an extra layer of defence. Two-factor authentication (2FA) provides an extra layer of protection that dramatically increases the security of your ATB accounts and your personal or business information, better protecting you from unauthorized access or fraud.
It’s protection beyond passwords. 2FA verifies your identity using a one-time-use, six-digit passcode at login or whenever a sensitive online transaction or irregular activity occurs. Even if someone figures out your password and username, 2FA requires another form of confirmation—like a passcode sent to your phone. Here's how to enable two-factor authentication on ATB Personal.
When you receive the passcode by SMS text message or automated phone call, depending on your preference, simply enter it to complete the transaction. The verification process takes only a few additional seconds, but it could save you the countless hours of effort and frustration that victims of fraud typically experience.
Do I have to sign up for two-factor authentication?
In order to guarantee an appropriate level of security, ATB Financial now requires all online clients to enable two-factor authentication.
Are the answers to my security questions secure?
Yes. They are treated as securely as your password and are never displayed to anyone.
What if I can't remember the answer to a security question or give the wrong answer?
Please contact the Client Care Centre at 1-800-332-8383 or go into any ATB Financial branch and speak to one of our associates. They'll need to walk you through resetting your security questions. Note that you won't be able to complete any online banking activities that require a security challenge until this is complete.
Will my session time out when I am trying to answer the questions?
For your protection, your online banking session will time out after 10 minutes.
If my session times out and I log back in, will I be prompted with the same security 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 security 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.
FYI - For more information, visit Interac's FAQs
How much does it cost to send or receive funds by Interac e-Transfer?
For many clients, nothing! The following accounts offer unlimited Interac e-Transfer transactions:
For other Canadian dollar accounts, sending funds by Interac e-Transfer costs $1.50. Receiving funds by Interac e-Transfer is always free. Interac e-Transfer isn't available on our US Dollar Chequing and US Dollar Savings accounts and transfers can only be made in Canadian dollars. Regardless of the account, these transactions will be identified on your printed statement and online. Applicable fees are charged even if the transfer is later cancelled.
Are there limits on 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 amounts are combined to give the overall limit total.
Outgoing Interac e-Transfer limits:
- Maximum outgoing: $5,000
- 1-day rolling limit: $5,000
- 7-day rolling limit: $35,000
- 30-day rolling limit: $150,000
Incoming Interac e-Transfer limits:
- Maximum incoming: $25,000
If you try to send or receive funds by Interac e-Transfer, where the transaction is for an amount exceeding the stated limits, you may receive an error message notifying you that the transfer cannot be completed.
Who can I send money to?
You can send funds by 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 access to online banking to receive funds by Interac e-Transfer?
If you don’t have online access to a Canadian bank account from a participating financial institution, or if 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. The deposit, referred to as an offline transfer, will take approximately 4-6 business days to complete, and a service fee will be deducted by Acxsys Corporation.
What are the technical requirements to access the Interac e-Transfer service?
You should use recent versions of modern internet browsers (e.g. Internet Explorer, Chrome, Firefox, Safari) to access ATB Personal and, by extension, Interac e-Transfer. This ensures the best possible security, speed, and user experience. Always use safe internet browsing practices when visiting our site. You can also access Interac e-Transfer via our ATB Personal app. For the best possible security, make sure you're running the latest version.
What if there is a problem with the Interac e-Transfer service or ATB Personal?
If there is a problem with ATB Personal or Interac e-Transfer, a prominent notice will be displayed letting you know of the outage or error. We will not send you an email or call you asking you to log in to ATB Personal to fix the problem. If you receive an email or phone call telling you to do this, it is a scam. Email firstname.lastname@example.org to report the incident.
Using Interac e-Transfer
How do I register for the Interac e-Transfer service?
- How to send funds by Interac e-Transfer on ATB Personal
- How to send funds by Interac e-Transfer in your ATB Personal app
Your contact information (name, email address) will be saved, so you don’t need to re-enter it each time you complete a transfer. The same information is stored for any of recipients you add. You can edit this information at any time. After registering, you will have immediate access to send, receive or Request Money by Interac e-Transfer.
How long do I have to accept/deposit funds sent to me by Interac e-Transfer?
You have 30 days to accept/deposit funds sent by Interac e-Transfer from the day they was sent. For transfers that originate from ATB, if you don’t deposit your transfer, you'll receive an email reminder every 7 days, up to 4 times. Beyond 30 days, you’ll receive another notice telling you that the funds are no longer available. The sender will also receive a notice that the transfer has expired, and the funds will be returned to their own account.
Can funds sent by Interac e-Transfer be recalled if they have already been deposited into the recipient’s account?
No, funds sent by Interac e-Transfer can’t be reversed after the recipient has completed the transfer and deposited the funds. You’ll have to obtain a refund directly from the recipient.
How secure is Interac e-Transfer?
It’s very safe. The funds are transferred through ATB Personal 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-Transfer is protected by the ATB Financial Online Banking Security Guarantee.
What happens if the recipient of funds I'd sent by Interac e-Transfer incorrectly responds to the security question I provide?
The recipient has three attempts to correctly answer the security question. If they don't correctly answer the question after three attempts, the transfer becomes inactive and the funds can not be deposited. At this point, an email is sent notifying the sender that the transfer has failed and the funds are returned to your account.
Interac and Interac e-Transfer are registered trade-marks of Interac Corp. Used under licence.