Online banking FAQ

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

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FYI:
Browse our list of digital banking tutorials for step-by-step instructions of many of the functions of ATB Online and the ATB Mobile app.

How do I log in to ATB Online?

  1. From atb.com, click the Sign in link in the top right corner
  2. From the sign in screen, click Sign in under ATB Online
  3. ATB Online login screen, enter your Username and Password
  4. Click Login

If you do not have a username or password for ATB Online, 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 Online login screen.

How do I change my password?

We recommend changing your password every 30 days for added security.

  1. How to change your password on ATB Online
  2. How to change your password in your ATB Mobile app

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 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, 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 Online. 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 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, 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 Online?

  1. How to pay bills on ATB Online
  2. How to transfer funds between your accounts on ATB Online
  3. How to pay bills in your ATB Mobile app
  4. How to transfer funds between your accounts in your ATB Mobile 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 Customer 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 Online transaction reference number.

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 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 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.

Security

You can find all the details about how ATB works to ensure the privacy and security of your information on ATB Online by reviewing the following:

>Privacy & Security
>Online Banking Guarantee
>Online Security FAQs
>Terms & Conditions (PDF)

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 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.

What is Enhanced Security? Why is it important? 

It’s an extra layer of defence-Enhanced Security uses two-factor authentication (2FA) to provide 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 whenever a sensitive online transaction or irregular activity occurs. Even if someone figures out your password and username, 2FA requires another form of confirmation beyond security questions—like a passcode sent to your phone or a fingerprint (biometrics). We strongly encourage you to enable two-factor authentication on ATB Online.

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 Enhanced Security?

In order to guarantee an appropriate level of security, ATB Financial now requires all new online customers to enable two-factor authentication and we strongly encourage everyone to do so. If you defer enrolment, you may still encounter security questions in order to help verify your identity, particularly when performing certain activities, such as:

  • Logging in
  • Moving money
  • Adding or editing bill payees or recipients
  • Changing your personal details, username, password or security questions
  • Re-ordering cheques or requesting cheque or statement copies

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? Similarly, what if I'm unable to access my phone to receive a passcode for two-factor authentication?

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 either resetting your security questions or reassigning two-factor authentication settings. Note that you won't be able to complete any online banking activities that require a security challenge until this is complete.

What if I didn’t receive a text message or phone call with a verification code?

Try requesting another passcode via a link or button that will read “Resend Code” or something similar. Be sure you’ve got a clear cellular signal before doing so. If that doesn’t work, call our Client Care team at 1-800-332-8383.

What if I receive an Enhanced Security passcode but I didn't perform a transaction or other online banking activity?

Then Enhanced Security is working as intended to keep your accounts safe. Please call Client Care at 1-800-332-8383 immediately and we will review your account to prevent any possible fraud.

Will my session time out when I am trying to answer the questions or provide a passcode?

For your protection, your online banking session will time out after 10 minutes. Two-factor authentication passcodes are only valid for a defined period of time. Without the required security verification, the related transaction or activity will be automatically cancelled.

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? What about how I receive my passcodes for two-factor authentication?

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.

Select Manage Enhanced Security to set your passcode delivery preference (SMS text message or automated phone call).

Can I disable two-factor authentication?

Yes, you can, but we strongly recommend that you keep it active to better protect your accounts and your money.

Interac e-Transfer

The basics

FYI - For more information, visit Interac's FAQs

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

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

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:

  • Minimum outgoing: $10
  • Maximum outgoing: $5,000
  • 1-day rolling limit: $5,000
  • 7-day rolling limit: $14,000
  • 30-day rolling limit: $60,000

Incoming Interac e-Transfer limits:

  • Maximum incoming: $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 or receive funds by Interac e-Transfer, where the transaction is for an amount exceeding the stated limits, you’ll 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 Online 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 Mobile 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 Online?

If there is a problem with ATB Online 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 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.

Using Interac e-Transfer

How do I register for the Interac e-Transfer service?

  1. How to send funds by Interac e-Transfer on ATB Online
  2. How to send funds by Interac e-Transfer in your ATB Mobile 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.

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

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-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.

Need help?

Our Client Care team will be happy to assist.

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