Trouble shooting tips

We are all about doing right by our members.

And, because of that, we have upgraded our online banking platform and website to include more security features, more possibilities for new technology down the road, and better performance.

So, have a look around....explore the nooks and crannies...get lost in a wealth of tips and information.

If you still have questions at the end of it all, you can always get in touch with us via the contact centre at 1-844-826-6500, or via email at

Will I be able to use my existing username and password when I log in to online banking? Expand/Collapse

Yes, your username and password will carry over to the new site.

What will happen if I enter my password incorrectly? Expand/Collapse

You have three chances to enter your password correctly. (we recommend calling us after your second unsuccessful attempt).

If, after three attempts, you are unable to successfully login, you will be locked out. At this point you will have to contact the credit union to reset your password, and you will be unable to log in again until the following business day.

How can I reset my password? Expand/Collapse

If you need to reset your password, please contact your local branch during business hours. You can also call the contact center at 1-844-826-6500, Monday through Saturday from 7am-7pm. 

New passwords are required to be alphanumeric and between 8 and 24 characters in length.

Will my three security questions carry over? Expand/Collapse

No, you will be prompted to select new security questions the first time you log in to the new site.

How can I reset my security questions if I forget the answers? Expand/Collapse

You can contact your local branch during business hours or call the contact center at 1-844-826-6500, Monday through Saturday from 7am - 7pm.

Why did Noventis make this change? Expand/Collapse

We have updated our online banking, website and mobile app to offer our members more features, functionality and security.

What will be different about the website? Expand/Collapse

At this point, our members will mostly see cosmetic changes. Some items may be found in different places, and the overall look will be updated. The big changes to security and functionality will run in the background to make our members' experience better.

Will the Noventis app also be changing? Expand/Collapse

Our new mobile app - Noventis Now - will be available for download on Thursday, November 2nd. In the meantime, please continue using the current Noventis app.

When will the website and online banking changes occur? Expand/Collapse

The new platforms will be launching to the public on Tuesday, October 24th.

Can I still order cheques online? Expand/Collapse

Yes, you can.

Simply log in to online banking, then click on 'Account Services' on the left; you will find 'Cheque Ordering' in the dropdown menu.  Then, just fill out the form and send it off - your account will be debited once the order has been processed. Two business days later, you will be able to pick them up at your local branch.

I am submitting an application (loan, account, etc) on my mobile device and it won’t let me sign. Expand/Collapse

Be sure to rotate your mobile device horizontally to sign the application.

Where can I find details about my account? (available balance, interest rate, etc) Expand/Collapse

Simply select the account in question, then click on 'more details'.

I added a bill to my online banking bill payment list today and cannot pay it. Why? Expand/Collapse

For your protection, any payees you add online will not show on your payable list until the next business day.

One (or more) of my bill payment payees is missing. Expand/Collapse

We have made our best efforts to transfer all bill payment vendors. However, a few may have been overlooked. If any of your payees are missing, you can either add them yourself online, or come and ask to do it for you at your local branch.

I have reccurring bill payments scheduled on my online banking, will I need to re-schedule them? Expand/Collapse

Yes. Any recurring payments which you had set up will have to be set up once again. If you need assistance with this, you can come and have us help at your local branch.

Can I still pay CRA through my online banking? Expand/Collapse

Yes. CRA payments are now available on online banking.

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