Interest is calculated daily on the closing balance and paid monthly. Interest rate is annualized and subject to change without notice.
Got questions? We’ve got answers! Here are some of our most frequently asked questions about online bill payments, mobile banking, debit chip cards and more. If you don’t find the answer to your question, feel free to call us or send us an email - a representative would be happy to help.
Account Limits FAQ
How is interested calculated?
Is interest paid above the account limit?
What happens if my balance exceeds the account limit?
Online Cheque Images FAQ
What options are available to view cheques online?
How do I view a single cheque?
What information is displayed when I view a single cheque?
How do I view multiple cheques?
What information is displayed when I view multiple cheques?
Can I see the front and back of the cheque?
Can I save the cheque image to my computer?
How far back can I go to view cheques that I’ve written?
Why can’t I see cheques that I’ve written?
Is there a cost for viewing cheques online?
Debit Chip Card FAQs
Why did you send this “Access Card” - I already have a debit card?
What is this “Access Card” for?
Why do I have to change my debit card or activate the new one?
Where is my card number on the letter?
Is my card activated?
Where is my chip card?
I only got my card but where is my PIN?
Why didn’t you put my name on my card?
Will my new card have an expiry date?
What’s so different about a debit card with chip vs. one that’s magnetic stripe?
Why is the microchip on my Alterna card smaller than the chip on some of my other cards?
Why does my debit chip card still have a magnetic stripe on it?
What will change about the way I use my debit card once I have one with a chip?
Will I still need a PIN with my chip card?
What type of information will be stored on my new chip card? Is ‘Big Brother’ keeping tabs?
Will my spouse or the joint party on my account receive a new chip card?
I have a joint account, and haven’t received my debit chip card, but my spouse received 2 cards under their name. Why?
I have only one debit card with me, but I received 2 debit chip cards - why?
The issue date on the card is the same, but why do we have two different expiry dates on our cards? Shouldn’t they be the same?
I tried using my new card to make a point-of-sale purchase, but my card wasn’t accepted or I got an error message – now my card won’t work. Why?
I tried activating my card at a Manulife ATM, but it doesn't work. What now?
Why did I receive my card and correspondence in the wrong language?
I’ve seen in the news and on television shows that chip cards can be scanned by someone as I simply walk by them. Is this true, and how does my new chip card guard against it?
Do you have protector sleeves for the cards?
The instructions in the letter I received aren’t very clear.
Interac® e-Transfers – Frequently Asked Questions
What are the limits that apply to sending and receiving Interac e-Transfer® transactions?
What are the limits that apply to receiving Interac eTransfer® transactions?
What are the limits that apply to sending Interac eTransfer® transactions?
What are the fees for sending an Interac e-Transfer®?
Is Interac eTransfer® available on weekends and holidays, and if so, will the transfers I send be processed right away or on the next business day?
Can anyone use Interac e-Transfer®?
Who can I request money from?
Can I save email addresses from previous or frequent transfers
Why can I not see the Alterna Bank login when I click the link in the notification email to accept my deposit?
How can I trace an e-Transfer?
Is there any recourse to retrieve funds once they have been transferred?
What do I do if I suspect fraud?
Can a transaction be cancelled after it’s been completed and received?
How long does someone have to receive and complete an e-Transfer?
Why can’t I see the Cancel or Resend links for the e-Transfer I just sent?
How do I edit an Interac e-Transfer® Request Money?
Can I decline an Interac e-Transfer® Request Money?
Can I block a Requestor from requesting funds from me?
Why didn’t I have to enter a security question and answer when I was fulfilling a request?
The recipient I’m sending to uses a financial institution that doesn’t offer Interac® e-Transfers®. Can I still send them funds?
* Depending on the volume of e-Transfers being processed by Interac, this process may take as long as 2 hours, but on average you can expect processing within 30 minutes
FAQs for Online Banking and Mobile Banking
What's a mobile app?
How does the mobile web differ from a mobile app?
I can already access Alterna’s online banking through my phone by using the url www.alterna.ca. What’s new about mobile banking?
How much does it cost to use Mobile Banking with Alterna?
Can I text Alterna?
Do I need Online Banking access with Alterna first?
Is my personal information safe with Alterna’s mobile banking?
Does my mobile banking work when I am out of town, province,or country?
How do I cancel my mobile banking access?
What do I do if my phone is lost or stolen?
Can I change my online banking password through mobilebanking or the iPhone banking app?
The biller I want to pay isn't available through online banking. Can I get them added?
I’m a Hydro Quebec customer. How will I now pay my bill?
Will my future-dated or recurring bill payments be transferred to the new system?
Can I call the Contact Centre to pay my bills?
I was paying bills online, and made a mistake – how can I correct it?
I deleted a company from my payee list. Does that mean any future payments to that company are automatically deleted as well?
I made two equal payments to my bill, but one was rejected. Why?
Can I pay bills at ABMs?
How can I get a Login ID?
What is my Login ID?
I forgot my Password, how do I get a new one?
I forgot my Login ID, how can I retrieve it?
What is a “Memorized Account"?
Why can’t I access my online banking account?
When should I expect my tax receipts?
New Money FAQ
New deposits are any source of funds that’s not currently held at Alterna. Deposits must be made on or after the Promotional Start Dates to qualify, as follows:
What is the cut-off for new money on the promotional new money term deposits?
What if I deposit money for the purpose of investing but can’t meet with a banker until a few weeks later, would this money count as new money?
How long is money considered to be new?
What are sources of new money?
What if I use a loan or line of credit to fund my investment, would this count as new money?
What if I take money out of my account and then redeposit it, does that count as a new deposit?
How long do we guarantee rate for?
Online Term Deposit Renewals
How do I renew my term deposits online?
When will the ‘Renew Now’ button appear?
What types of accounts can be renewed online?
Which products are eligible to be renewed online?
Which products are not eligible for the online term renewal?
What happens if I change my mind?
What happens if I select an incorrect term deposit renewal choice?
Will I receive a notification of receipt of the request?
Will I receive confirmation when my request has been processed?
Who can I contact if I have any questions?
Interac® Debit contactless payments
Introducing Interac® Debit contactless payments - a contactless payment feature of your Alterna Debit Card. Pay for smaller purchases faster and easier.
Look for the Interac® Debit contactless payments logo on payment terminals at the checkout when you make your purchases and follow these simple steps:
- Look for the Interac® Debit contactless payments logo and contactless wave symbol on POS terminals at thousands of your favourite Canadian retailers, fast food outlets, gas stations, and movie theatres
- Simply hold your Alterna Debit Card up to the payment terminal
- You’ll know your transaction has been completed when you see the “Approved” message or hear the beep.
Interac® Debit Contactless Payments FAQs
Which account is debited when I use Interac® Debit Contactless Payments?
How do I get an Interac® Debit Contactless Payments Debit Card?
Will I need to use a PIN?
Are there spending limits for this feature?
I already have an Alterna Debit card with Interac® Debit Contactless Payments, will my tap limit automatically change from $100 to $250?
I just received my Alterna Debit card, is my tap limit set at $250?
Are there any additional account fees for using Interac® Debit Contactless Payments?
Will I get a receipt for Interac® Debit Contactless Payment transactions?
Is it secure?
Do I have to use the Interac® Debit Contactless Payments feature on my Debit Card?
*Always be vigilant about protecting your PIN to prevent unauthorized activity
**Available to personal and individual business members (sole proprietors) only
Interac Flash® is a registered trademark of Interac Inc. used under license. To learn more, visit interac.ca.
How do I get back to my application if I have not yet completed it?
What do I need to open a Small Business eChequing Account?
What is my CRA Business Number?
What is a ‘Legal Business Name’?
What is a ‘Trade Name’
Where can I find my ‘Corporation Number’?
How can I get Payment Processing Services from Alterna Bank?
How can I get a Small Business Loan from Alterna Bank?
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