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indicatorAdvice for Albertans during the COVID-19 pandemic

Making the transition from branch visits to online and mobile banking

By ATB Financial 30 March 2020 4 min read

As COVID-19 continues to impact our communities, many Albertans are looking for new ways of carrying out everyday banking transactions. With the current reality of social distancing and self-isolation practices, it’s difficult to continue our normal routines, which for some might include a visit to your bank.

In these uncertain times, you may find that your nearest branch location has reduced hours or is temporarily closed, or you’re choosing responsibly to stay put at home under self-isolation to limit the spread of COVID-19. And this might make you (or a loved one) feel concerned about the state of your day-to-day banking, moving money in and out of your accounts including paying everyday bills, checking balances or setting up direct deposit for government relief programs.

Unsure of what to do next or how to support a loved one? Online and mobile banking resources are a great place to start.

Basic features of online and mobile banking

If you’re new to digital banking, now is a great time to consider using online or mobile banking to access your accounts. It’s simple to set up, is safe and private, and will give you access to many features from the convenience of your mobile device, tablet, laptop or desktop.

“Before you set up online or mobile banking, it's good to note the transactions or activities that you carry out when you go to the branch,” says Melanie Boudreau, Empowerment Coach with ATB. “That way, you can focus on learning what you need to do rather than get overwhelmed with how to use all the features available in these new tools” she adds.

Some of the basic features of ATB Online and ATB Mobile, which most banks would have, include:

  • Viewing all of your accounts including balances and transaction history for chequing and savings accounts, investment accounts, mortgages, loans and lines of credit
  • Depositing Canadian dollar cheques using the ATB Mobile app
  • Setting up a list of payees and making one-time or recurring bill payments (like rent, utility bills or MasterCard® payments)
  • Updating your personal information
  • Transferring funds between accounts, including your USD and CDN accounts
  • Transferring money to others in Canada using Interac eTransfer®
  • Transferring money to others abroad using Global Transfers (available to 49 countries across the globe)
  • Signing up for electronic statements which provides an email notification each time a new document is available to view


As you set up online and mobile banking, Melanie shares a few tips to make it an easy and stress-free transition:

  1. Before you start, find confidence knowing that you don’t need to be an expert in technology and that there are easy to use tools and resources to walk you through basic features, step-by-step.
  2. Don’t be afraid to explore. To truly embrace online and mobile banking, you need to get used to it so we encourage you to explore all of the features available when you are set up. And as you are exploring, refer to our Digital Banking Tutorials as a helpful resource.
  3. Focus on the most important transactions first. You might have many day-to-day transactions that you carried out at the branch and focusing on the most important ones is a great place to start.
  4. If your situation permits (and you can practice safe social distancing with a family member or friend) you could have someone help you set this up, which is always helpful when learning new technology. But even if you can't, our ATB team can easily help you over the phone.

Setting up online and mobile banking with ATB

You can set up digital banking in a few easy steps:

  1. Contact our ATB Client Care team at your convenience (they’re available 24 hours a day, 7 days a week) by calling 1-800-332-8383.
  2. The Client Care team will provide you with a username and temporary password, which will allow you to log in on the ATB website.
  3. From there you’ll be prompted to create a new password. You’ll need to use your Username and Password each time you log in to your account. Follow these helpful tips on how to create a secure password.
  4. You’ll also be prompted to enrol in Enhanced Security, ATB’s two-factor authentication process that adds a second layer of security to protect your account.
  5. After you’ve set up your account online, you’ll be able to download the ATB Mobile app as another way to access your account using the same Username and Password you created above.
  6. There are a number of Digital Banking Tutorials available for both our online and mobile banking solutions that offer simple step-by-step instructions for using the most commonly used features.


Already using online or mobile banking? Check out these features


For those who are already using online and mobile banking, there are a number of features you can access that you might not currently be aware of including the following:

  • Self-service: Access to features including accessing Direct Debit and Direct Deposit forms through ATB Online.
  • Stop Payments feature: You can choose to stop auto-payments or defer payments to a later date through ATB Online.
  • Autodeposit: A feature that links your email address to your bank account, so all Interac e-Transfers® sent to that address will be deposited automatically and securely into that account—no questions asked.


More than ever, we’re here for you


Our client care team is available 24 hours a day, 7 days a week to help you navigate our online tools and to answer your questions.

For all COVID-19 related updates, you can visit atb.com for the latest updates and information. You can visit Alberta Health Services for the latest updates about COVID-19 in our province.

If you’re looking for information about our ATB’s COVID-19 Customer Relief Program, please click here.

Digital Banking Tutorials

Browse our list of tutorials designed to make banking easier by helping you manage your money.

Need help?

Our Client Care team will be happy to assist.