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​FAQs

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.

FAQs

Account Limits
Online Cheque Images
Debit Chip Card
Interac eTransfer®
Online & Mobile Banking + Bill Payments
Login Help

Account Limits FAQ

​How is interested calculated?

Interest is calculated daily on the closing balance and paid monthly. Interest rate is annualized and subject to change without notice.

​Is interest paid above the account limit?

Although there is a maximum account limit any interest owed is always paid, regardless if it brings you above your account limit.

​What happens if my balance exceeds the account limit?

If your account balance exceeds the account limit you will be contacted by an Alterna Bank representative who will review your options for moving your excess funds from your account.

Online Cheque Images FAQ

​What options are available to view cheques online?

There are two options to view cheques online, you can view a single cheque or you can choose to view multiple cheques at once.

​How do I view a single cheque?

  1. Click on the account link within the ‘My Accounts’ section or click on the ‘View Account Activity’ link under the ‘My Accounts’ dropdown in the orange box on the upper left of your screen.
  2. Select the account that you want to view the cheque image from by using the dropdown box
  3. Choose your search parameters. For example, show 50 most recent transactions, date range or use the advanced search options and select ‘cheques only’ from the dropdown menu.
  4. Click the ‘Search’ button
  5. Click on the ‘Cheque Clearing’ link that is displayed within the ‘Account Activity’ breakdown.

​What information is displayed when I view a single cheque?

The cheque number, clearing date and account from which the cheque was written are displayed within the ‘Account Activity’ screen of online banking.

When you click on the ‘Cheque Clearing’ link you will see a picture of the front of your cheque and you will also have the option to click on the ‘Show Back’ button which will display the back of the cheque.

​How do I view multiple cheques?

  1. Click on the ‘View Cheque Images’ link under the ‘My Accounts’ dropdown in the orange box on the upper left of your screen.
  2. Select the account that you want to view the cheque image from by using the dropdown box
  3. Select your date range
  4. Indicate if you want to see the front only of the cheque or if you want to see the front and back of the cheque by selecting the corresponding radio button
  5. Click the ‘Search’ button

​What information is displayed when I view multiple cheques?

The cheque images from your search criteria will be presented and you will see either the front or the front and back of the cheques depending on your search criteria selection.

The cheque number, clearing date and account from which the cheque was written are displayed within the ‘Account Activity’ section of online banking.

If you click on the ‘Cheque Clearing’ link you will see a picture of the front of your cheque and you will also have the option to click on the ‘Show Back’ button which will display the back of the cheque.

​Can I see the front and back of the cheque?

Yes, if you have searched for a single cheque and clicked on the ‘Cheque Clearing’ link you will automatically be displayed the front of the cheque. You have the option to see the back of the cheque by clicking on the ‘Show Back’ button. For multiple cheques you have the option to view the front and back by selecting this in your search criteria or you can follow the ‘Cheque Clearing’ link and utilize the ‘Show Back’ button.

​Can I save the cheque image to my computer?

Yes, you can right click your cheque image and select ‘Save As’. This action needs to be performed when viewing the front of the cheque image and when viewing the back of the cheque image if you wish to save the front and back of the cheque image to your computer.

​How far back can I go to view cheques that I’ve written?

Cheque image history is on a rolling 24 months.

​Why can’t I see cheques that I’ve written?

If you’re currently or in the past were using old style cheques which do not include your account suffix within the MICR (number coding on the bottom of your cheque) you will be unable to view the cheque images online.

To view a copy of one of these cheques please contact your branch and they will retrieve a copy internally for you.

​Is there a cost for viewing cheques online?

No, this is a free service available to all our clients that use online banking.

Debit Chip Card FAQs

​Why did you send this “Access Card” - I already have a member card?

Alterna’s debit cards have been called “Alterna Access Card” for some years. We simply carried the name over from the last version that was issued.

​What is this “Access Card” for?

This new Access Card is your new debit card for accessing your accounts through ATMs or using for Interac Debit purchases. It replaces any old Alterna member or debit cards you may have, and should be activated immediately (your old Alterna member or debit cards will no longer work after December 31, 2012).

​Why do I have to change my debit card or activate the new one?

There are a couple of reasons why you need to start using your new Access card with chip as soon as you get it. One, chip technology is more secure against skimming and duplication than the outdated magnetic stripe cards. That said, it’s still up to you to be vigilant about protecting your PIN every time and everywhere you use your debit card, and don’t share your PIN with anyone. Two, it’s mandated by the Interac Association that Canadian financial institutions and ABMs will no longer accept magnetic stripe cards for transactions.

​Where is my card number on the letter?

Simply lift or remove the card from the letter you received – the number is printed beneath it. You’ll then be able to compare it against what’s embossed on the card.

​Is my card activated?

In most cases, your PIN has been transferred over to your new debit chip card. If the letter accompanying your card indicates that your PIN was sent separately, then you’ll receive your PIN in the mail. When you receive your PIN, simply call us to activate your new card.

​Where is my chip card?

Debit chip cards are being sent over a period of several weeks. If you haven’t received your debit chip card by October 26, please contact us or visit your local branch.

​I only got my card but where is my PIN?

In most cases, your PIN has been transferred over to your new debit chip card, so you’ll be able to use the PIN you did previously. If the letter accompanying your card indicates that your PIN was sent separately, then you’ll receive your PIN in the mail. When you receive your PIN, simply call us to activate your new card.

​Why didn’t you put my name on my card?

For security purposes, most financial institutions no longer print names on debit cards.

​Will my new card have an expiry date?

Yes – the new debit chip cards are valid for 3-7 years.

​What’s so different about a debit card with chip vs. one that’s magnetic stripe?

Debit cards with chip technology have an extra level of encryption security built in, making them more difficult to skim or duplicate. Debit chip cards work together with chip-enabled ATMs and point-of-sale terminals to validate both the card and the cardholder, providing you with increased protection against fraud. Always remember to be vigilant about protecting your PIN each and every time you use your card.

​Why is the microchip on my Alterna card smaller than the chip on some of my other cards?

As microchip technology improves, the chips get smaller. Your new Alterna card with chip has state-of-the-art technology packed into a smaller microchip.

​Why does my debit chip card still have a magnetic stripe on it?

Chip cards will continue to have a magnetic stripe to facilitate the chip transition period, plus the magnetic stripe will allow you to conduct business in other countries that don’t currently use chip technology.

​What will change about the way I use my debit card once I have one with a chip?

Absolutely nothing, other than perhaps inserting your card at a POS terminal rather than swiping it. Everything else about conducting transactions remains the same.

​Will I still need a PIN with my chip card?

Yes, the PIN remains an important security element of any transaction you conduct.

​What type of information will be stored on my new chip card? Is ‘Big Brother’ keeping tabs?

The information stored on your new chip card is the same information that’s currently stored in the magnetic stripe in the card you use now. The only information that merchants are allowed to store is the basic transaction data, such as the time, date, purchase amount and debit card number. This basic information is necessary in the event that a cardholder requests a trace.

The only information stored from the debit card itself is the debit card number, which alone is not sufficient enough to create a counterfeit card.

​Will my spouse or the joint party on my account receive a new chip card?

If the spouse/joint party has a card that was set up under their own member/client number to access your account, they will receive a new card in the mail under their name. If the card was set up under your member/client account number, then the card will be mailed to you and not your spouse/joint party. The card number on the face of the card will match the number that they are presently using.

​I have a joint account, and haven’t received my debit chip card, but my spouse received 2 cards under their name. Why?

In some cases, joint accounts were setup as a main account, with the secondary account holder listed as a sub-account. Therefore, only the main account holder would receive the new cards. To determine which card is yours, simply match the old card number to the new card number. You’ll be able to use the same PIN for your new card.

​I have only one debit card with me, but I received 2 debit chip cards - why?

In some cases, our banking system has two cards assigned to you because the old card was never cancelled when a new card was issued at some point in the past.

​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?

We’ve purposely staggered the expiry dates on the new debit chip cards, which will help us avoid large volumes in our Contact Centre when cards expire.

​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?

Chances are, you mistakenly entered the wrong PIN. Because of the anti-fraud technology built into chip cards, if an incorrect PIN is entered when you’re trying to activate or use your card for the first time, a hold is automatically placed on the card. If you re-enter the PIN correctly at an Alterna ATM (or one in THE EXCHANGE® Network), then deposit or withdraw funds, the hold will be removed. If you don’t remember your PIN or continue to have problems, please visit your branch to verify your identity and reset your PIN.

​I tried activating my card at a Manulife ATM, but it doesn't work. What now?

We’ve been notified that our chip cards won’t activate at Manulife ATMs, however, once the card has been activated/used at other ATMs or point-of-sale devices, they are accepted at the Manulife machines. Please activate your card by using it at any Alterna ATM, another ATM that's part of THE EXCHANGE® or Interac® networks, or use it at any point-of-sale terminal to make a purchase.

​Why did I receive my card and correspondence in the wrong language?

When we ordered your new debit chip card, we used the language preference that was attached to your old magnetic stripe debit card (either English or French). If you’d like to change the language of your new debit chip card, we’ll replace the card you received with a new card in your preferred language (English or French), and you’ll receive the correct language for items in the future. Please contact us to request a replacement card.

​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?

There have been numerous news articles and television features about this form of fraud, where a security expert is able to get people's card information simply by walking by them on the street with a handheld card reader. This type of technology, largely used in the U.S., is called RFID, or Radio Frequency Identification, and is different from the microchip technology used on bank debit cards.

In Canada, RFID technology is used primarily by MasterCard and VISA, commonly known as PayPass and payWave, and is sometimes referred to as “contactless” payment.

The new Alterna Access Card with chip technology does NOT use RFID technology, and is not susceptible to this type of fraud.

​Do you have protector sleeves for the cards?

We do not currently offer protector sleeves.

​The instructions in the letter I received aren’t very clear.

​If you have any trouble understanding the instructions sent to you, please call us – a knowledgeable Contact Centre representative would be pleased to help.Need more information? Please visit Interac.ca to read more about debit chip cards and chip technology.

Interac® e-Transfers – Frequently Asked Questions

​What are the limits that apply to sending and receiving Interac e-Transfer® transactions?

Personal Members


SendingReceiving
Per Transaction$3,000$10,000
24 Hour Limit$10,000$10,000
7 Day$10,000$70,000
30 Day$20,000$300,000


Business and Community Members


SendingReceiving
Per Transaction$10,000$10,000
24 Hour Limit$10,000$10,000
7 Day$70,000$70,000
30 Day$300,000$300,000

​What are the limits that apply to receiving Interac eTransfer® transactions?

  • $10,000.00 maximum transaction limit.
  • $70,000.00 7-day rolling limit.
  • $300,000.00 30-day rolling limit

These ‘rolling’ limits apply from the date of a transaction, and expire 7 or 30 days after that initial transaction takes place. For example, if an e-Transfer is completed on January 10th at 12:00, then the 7 day limit will be in effect until January 17th at 12:00 and then reset. At the same time, the 30 day limit will be in effect until February 9th at 12:00 at which time it resets.

​What are the limits that apply to sending Interac eTransfer® transactions?

  • $3,000.00 per transaction.
  • $10,000.00 per week.
  • $20,000.00 per 30 days.

These ‘rolling’ limits apply from the date of a transaction, and expire 7 or 30 days after that initial transaction takes place. For example, if an e-Transfer is completed on January 10th at 12:00, then the 7 day limit will be in effect until January 17th at 12:00 and then reset. At the same time, the 30 day limit will be in effect until February 9th at 12:00 at which time it resets.

Limits were based on our members’ average history for this type of transaction, and $3000.00 will be sufficient for the majority of our members. Industry standard transaction limit is $1,000 to $1,500 per transaction. 

​What are the fees for sending an Interac e-Transfer®?

Effective June 1, 2018 Interac e-Transfers® are classified as a day-to-day transaction and if applicable a day-to-day transaction fee will be applied when you send or request an Interac e-Transfer®  depending on your banking package or the savings account that you send the Interac e-Transfer® from. Please refer to our Personal Service Fee Listing for further information.

​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?

Interac e-Transfers® can be done anytime, day or night, weekends or holidays. Recipients are notified by email usually within 30 minutes after an e-Transfer is sent, and funds are immediately available to be deposited into their account. Funds are withdrawn from the sender’s account on submission of the e-Transfer. Any applicable service fee(s) will be withdrawn from the sender’s account at the end of the business day they initiated the transfer(s), and is non-refundable. Refer to our service fees for details.

​Can anyone use Interac e-Transfer®?

Anyone with an email address, access to online banking and a Canadian bank account can send money with Interac e-Transfer®. If you don’t have these, your options to send money are by wire or cheque. You may send money to someone’s mobile phone if you don’t know their email address or if they don’t have one. Funds may be received by recipients that don’t use or have access to online banking, as long as their Canadian financial institution provides the Interac e-Transfer® service (processing will take longer – visit interac.ca for more information).

​Who can I request money from?

You can send an Interac e-Transfer® Request Money to anyone who has a valid phone number or email address and has access to online banking or a mobile banking app. However if the individuals Financial Institution does not support the Request Money feature they will have to decline the request with a message to the requestor.     

​Can I save email addresses from previous or frequent transfers

Yes. The Interac® e-Transfer® service allows you to set up multiple receivers, and keeps the information on file. When sending or requesting an e-Transfer, simply select your recipient from the drop-down list. Recipients can be edited or updated at any time.

​Why can I not see the Alterna Bank login when I click the link in the notification email to accept my deposit?

If you’re already logged into Alterna Savings when you open the notification email and click on the link to receive funds, the Interac® page that appears will not take you to the Alterna Bank login (you’re already logged into Alterna Savings). To receive funds to an Alterna Bank account, you will need first to log out of Alterna Savings, then login to Alterna Bank. You can then proceed with receiving the funds.

​How can I trace an e-Transfer? 

Online banking keeps a record of e-Transfer history, as well as pending transfers. You can look up past transactions by logging into online banking, selecting the Interac e-Transfer® option, then choosing View History above the e-Transfer entry box. Simply select the period of time you wish to view history for, up to a maximum of 24 months.

​Is there any recourse to retrieve funds once they have been transferred?

If you suspect you’ve been defrauded, contact us.  

​What do I do if I suspect fraud?

If the transaction has not yet been received by the recipient, you can choose to cancel the transaction from the Pending e-Transfers screen. If the transaction has already been completed and funds deposited to the receiver, then contact us.

​Can a transaction be cancelled after it’s been completed and received?

e-Transfers can be cancelled only if the recipient has not yet accepted or sent the funds.  Once a transaction is completed, it can’t be reversed. If it is a fraudulent transaction, please contact us.  

​How long does someone have to receive and complete an e-Transfer?

Interac e-Transfers® expire 30 days after they’re sent or requested. After 30 days, the recipient will not be able to receive and deposit the funds. Senders and requestors can send reminder notices to recipients from the ‘Pending e-Transfers’ screen in online banking. If a recipient fails to receive and deposit funds within the 30-days, the sender will be notified by email to deposit the funds back into their account, with the exceptiion of the non-refundable Service fee(s). 

​Why can’t I see the Cancel or Resend links for the e-Transfer I just sent?

The Cancel and Resend links will appear once the e-Transfer has been received and processed by Interac, and the notification email has been sent, which may take up to 30 minutes*. Until then, you’ll be able to only view the e-Transfer in a ‘Requested’ state.

Once the sent transfer has been processed by Interac, you have the option of cancelling the transfer or resending the notification email. If your recipient has not received their notification 2 hours or more after you submitted the transfer, resend the notification.

When the entire process has been completed, and funds received/deposited by the recipient, the e-Transfer will show a ‘Completed’ status. Once completed, transactions cannot be cancelled by the sender.

​How do I edit an Interac e-Transfer® Request Money?

To edit a request for money, log back into online banking or the mobile app and go to your payment history and select the Interac e-Transfer® transaction you wish to edit. Use the edit option provided to make the change. Please note that you cannot edit a request for money once it has been fulfilled.

​Can I decline an Interac e-Transfer® Request Money?

You can decline a request by selecting the decline option when you are notified of a request for money on the fulfilment page. You can also provide a message that is sent back to the individual requesting the funds to explain why you are declining their request.

​Can I block a Requestor from requesting funds from me?

Yes, you can opt-out of receiving requests from a specific requestor, or from the feature completely by selecting opt out on the fulfilment page.

​Why didn’t I have to enter a security question and answer when I was fulfilling a request?

When fulfilling a request for money, you don’t need to enter a security question because it’s a shared secret between you and the sender of the request. With Request Money once you fulfil the requests the funds are automatically deposited into the account rather then manually having to select deposit. 

​The recipient I’m sending to uses a financial institution that doesn’t offer Interac® e-Transfers®. Can I still send them funds? 

Yes! Even if the person you’re sending money to doesn’t use a participating financial institution, you can send money through Interac e-transfer® following the same steps you normally would. When the recipient goes to receive the funds and clicks on the link in the notification email, they will see Other Options at the bottom of the Deposit Your Transfer page. They’ll then be able to use the option to “Deposit without using online banking” if they wish to continue once they’ve read the details (NOTE: The service fees, limits, processing time and other requirements when using the “Deposit without using online banking” feature are levied and controlled by Interac® and not Alterna). Should you have any questions or concerns about the information on this page, please visit interac.ca.


​* 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?

A mobile application (mobile app) is software that can be downloaded from an online app store and installed on a smartphone running a compatible operating system, such as an iPhone, Blackberry, or Android. Apple’s tagline, “There’s an app for that,” best characterizes the diverse functions and activities mobile apps offer, ranging from games and social networking to business, e-commerce and financial applications. Alterna’s mobile apps are a ‘stripped-down’ version of our online banking that provide on-the-go access to the most sought-after features.

​How does the mobile web differ from a mobile app?

Our ‘mobile-friendly’ version of online banking is less resource-intensive than our regular site, and is easier to read and use on a mobile screen. The iPhone App has a more sleek appearance and extra features built in, like at-a-glance account balances and accessing secure messages. Both the mobile web and iPhone app will let you perform banking functions, but the iPhone app provides a better user experience, tailored specifically for the iPhone.

​I can already access Alterna’s online banking through my phone by using the url www.alterna.ca. What’s new about mobile banking?

The new Mobile Web offers a clean, simple, mobile version of our site built specifically for a mobile device screen. Through our mobile web, you’ll be able to pay bills quickly and easily, check account balances, or move your money.

For advanced features like adding/deleting payees, paying business taxes, renaming accounts, ordering cheques, or changing your contact information or password, you’ll need to sign into the full online banking site.

​How much does it cost to use Mobile Banking with Alterna?

Mobile banking with Alterna is free, whether you use the mobile web or iPhone app. We do not charge for account balance inquiries, bill payments, transfers to, from or between Alterna accounts unless you’ve exceeded what’s included in your banking package. See our Personal Service Fee Listing for details of fees on our other services. However, standard data and messaging rates may apply - check with your mobile device carrier (Fido, Rogers, Bell, Telus, Virgin, etc.) for service fees related to your plan.

​Can I text Alterna?

No – this feature is not currently available.

​Do I need Online Banking access with Alterna first?

Yes. Simply call us or visit your nearest branch to set up your access.

​Is my personal information safe with Alterna’s mobile banking?

Your security is top priority, which is why our mobile banking uses the same level of secure protection as our fullOnline Banking. You log in with the same credentials, and once you log out, your secure session will end.

Are you secure?

Read these tips to protect yourself whilebanking on-the-go.

​Does my mobile banking work when I am out of town, province,or country?

As long as you have a data plan and a signal*, mobile banking is available wherever you are, whenever you need it.

* Before traveling, check with your mobile device carrier regarding data plans, rates, and roaming fees.

How do I cancel my mobile banking access?

You can cancel mobile banking on your iPhone simply by deleting the application from your phone. Mobile webaccess is always available through the internet (www.alterna.ca) on your smartphone or mobile device. Changingyour online banking password will prevent anyone from accessing your account(s) should your device be lost orstolen.

​What do I do if my phone is lost or stolen?

Immediately change your online banking password. If you can’t access online banking, visit one of our branches or call our Contact Centre as soon as possible.

​Can I change my online banking password through mobilebanking or the iPhone banking app?

For security reasons, your online banking password can only be changed through our secure online banking, in theProfile and Preferences section. If you can’t remember your password, call us to have it reset and obtain atemporary password. Then, login to online banking using the temporary password, go to Profile and Preferences,then Change Password to change your password to something you'll easily remember.

Can’t login?

First, make sure you’re on the correct website, since Alterna Bank clients can’t login on the Alterna Savings site, orvice-versa. You can either click on the link below, or paste into your address bar.

Vous pouvez soit cliquer sur le lien ci-dessous, soit coller le lien dans la barre d’adresse de votre navigateur.

Alterna Savings https://www.alterna.ca/
Alterna Bank https://www.alterna.ca/AlternaBank/

NOTE: If your account number or user ID starts with a zero, please enter your ID without the zero and try your loginagain.

​The biller I want to pay isn't available through online banking. Can I get them added?

If you find there’s a biller that’s inaccessible for payment through our services, please contact the biller directly for alternate payment arrangements, since some companies have their own online payment service (e.g. Hydro Quebec). If you find a biller isn’t in our payee list, please let us know - we’re able to forward your request onto our online banking provider, Central 1. Be sure to include the company name, and address, and if available, contact person and email.

​I’m a Hydro Quebec customer. How will I now pay my bill?

To pay your Hydro Quebec account, simply visit http://www.hydroquebec.com. After you’ve made your language selection, choose the appropriate page for residential or business customers,then select the Online Payment option in the Online Services section. Follow the prompts from there to set up yourpage and add Online Payment.

When adding your Alterna bank information to Hydro Quebec’s online payment service, enter your portfolionumber in the account number section.

NOTE: If you have questions regarding the setup of your online payment with Hydro Quebec, please contact themdirectly.

Will my future-dated or recurring bill payments be transferred to the new system?

Bill payments you’ve set up for future dates, including recurring bill payments, have been transferred over. As part of the upgrade, future dated/recurring payments will now be posted to your account on the date(s) you have selected, even if that day falls on a weekend or holiday.

Can I call the Contact Centre to pay my bills?

Yes, our Contact Centre staff would be pleased to help you with your requests. You can also pay your bills at the counter in all our branches.

​I was paying bills online, and made a mistake – how can I correct it?

If you made an error while paying your bills online, we can help! Our Contact Centre staff would be pleased to reverse the transaction for you, provided your request is made on a weekday by 6 p.m. Eastern the same day you submitted the payment* (Note: we cannot reverse online bill payments made on a Saturday or Sunday).

For instance, if you paid a bill on February 1, 2012 for the wrong amount or to the wrong company, as long as you call us to request the payment reversal by 6 p.m. on February 1, 2012, we could ensure the payment doesn’t go through.

*A $15.00 service fee applies. Amount reversed will be your payment amount, less the $15.00 fee.

​I deleted a company from my payee list. Does that mean any future payments to that company are automatically deleted as well?

No – when you delete a bill payee, any recurring or future-dated payments you have set up for that payee must also be deleted. Otherwise, the payment will try to process as scheduled, and the receiving company will be notified that your payment failed.

To avoid unnecessary failed payment notifications, please ensure you delete any future payments you may have scheduled for a bill payee you want to delete.

​I made two equal payments to my bill, but one was rejected. Why?

Any duplicate transactions will get cancelled. For example, if you submit two payments on the same day to your Alterna MasterCard, and both are for $100.00, one of the payments will be rejected and the funds returned to your account the next business day. For payments that need to be made in two or more instalments, ensure the dollar amounts are different.

​Can I pay bills at ABMs?

Unfortunately, our ABMs allow you to access your account information or make deposits and withdrawals only.

Login Help

​How can I get a Login ID?

You can get a Login ID by registering for Online Banking. To register please call the Contact Centre toll free at 1.866.560.0120.

​What is my Login ID?

Based on how you registered for Online Banking, your Login ID will either be:

  • your Portfolio Number (Account Number) OR
  • the last 8 digits of your Alterna Access Card Number

If either of those Login IDs do not work, please call the Contact Centre toll free at 1.866.560.0120. 

​I forgot my Password, how do I get a new one?

​To get a new Online Banking Password please call the Contact Centre toll free at 1.866.560.0120. 

​I forgot my Login ID, how can I retrieve it?

Based on how you registered for Online Banking, your Login ID will either be:

  • your Portfolio Number (Account Number) OR
  • the last 8 digits of your Alterna Access Card Number

If either of those Login IDs do not work, please call the Contact Centre toll free at 1.866.560.0120. 

​What is a “Memorized Account"?

This feature allows you to memorize your Login ID for a faster, more convenient login. For each Memorized Account you add, the system will store a description and your account information for later use. This feature also allows you to remove Memorized Accounts that you no longer wish to access through Online Banking. 

Note: You must have cookies enabled in your browser to use this feature. If you delete the cookies from your browser, you will need to add your Memorized Accounts again as they will be deleted with the cookies.

To add a Memorized Account, click on Add an Account on the Memorized Accounts Summary. Then complete the Add a Memorized Account page.

To Remove a Memorized Account, click on Delete in the Memorized Account Summary to the right of the Acount to be removed


​Why can’t I access my online banking account?

To ensure your banking safety and security, access to your online banking account will be deactivated if you have not logged into your account within the last six months. 

Please reach out to our contact centre at 1.866.560.0120 to reactivate your online banking access.

Additional Information

new money
ONLINE TERM DEPOSIT RENEWALS
Interac Flash®

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:

Visit Term Deposit / GIC ​for more details.

Funds cannot be withdrawn and re-deposited nor can they be transferred from an existing deposit account to another. Only new deposits that raise a member’s overall deposit balance with Alterna from what it was on the Promotional Start Date will be considered for promotional rates.

What is the cut-off for new money on the promotional new money term deposits?

For funds to qualify as new money and be considered for promotional rates, the funds need to be deposited between the promotion period. 

​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?

Yes, if you’re depositing funds with Alterna for the purpose of investing but for whatever reason you’re unavailable to meet right away, these funds would be eligible. Again, as long as the funds are deposited on or after the Promotional Start Date. On a best effort you should be making an appointment with one of our bankers at the time of the deposit to indicate that the deposit was for investment purposes.

​How long is money considered to be new?

There is no specific number of days; it is dependent on the Promotional Start Date. If a member has deposited money for the purpose of purchasing an investment with Alterna, then those funds would be considered new as long as the deposit was made on or after the corresponding promotional start date.

​What are sources of new money?

  • Deposit such as cash, cheque, PAD, Interac e-Transfer etc.
  • Payroll
  • Pension
  • Severance funds
  • Funds from another FI

​What if I use a loan or line of credit to fund my investment, would this count as new money?

​Yes, funds advanced from an Alterna loan or line of credit for the purpose of investing are eligible for the new money promotional term deposits. 

​What if I take money out of my account and then redeposit it, does that count as a new deposit?

No, money withdrawn and re-deposited will not count as a new deposit. Only new deposits that raise your overall deposit balance with Alterna above what it was on the Promotional Start Date will be eligible to receive the promotional interest rates.

​How long do we guarantee rate for?

Promotional rates are subject to change without notice and are valid for the campaign period only and are only guaranteed for a period of 30 days for investments transferred to Alterna (T2033).

Online Term Deposit Renewals

​How do I renew my term deposits online?

Renewing online is easy as 1-2-3:

  1. Simply log into online banking and on the My Accounts screen, select the term deposit that’s maturing
  2.  Then, on the ‘Account Activity’ screen, click the green ‘Renew Now’ button that appears
  3. Fill in the renewal form and submit - that’s it!

​When will the ‘Renew Now’ button appear?

The “Renew Now” button will appear for eligible term deposits renewing within the next 30 days.

​What types of accounts can be renewed online?

Non-Registered, TFSA, RRSP and RRIF accounts are all eligible to be renewed online. 

​​Which products are eligible to be renewed online?

Eligible products are: 1 to 5 Year Term Deposits, 1 to 5 Year eTerm Deposits, 18 - 23 Month Term Deposit, Rate Builder, and the Flexi Term Deposit.

Which products are not eligible for the online term renewal?

Products that are not eligible for renewal online include: 1 Year Redeemable Term Deposits, Nest Egg Term Deposits, all Short Term Deposits under one year, Investment and Special Shares, and US Dollar Term Deposits.

​What happens if I change my mind?

If you change your mind after submitting your online term renewal request, simply ​contact us. A knowledgeable Contact Centre representative will be pleased to help. 

​What happens if I select an incorrect term deposit renewal choice?

If you happen to select an incorrect term deposit renewal instruction, someone from our Contact Centre will reach out to you to help you make the appropriate investment choice.

​Will I receive a notification of receipt of the request?

Yes, you’ll receive an online confirmation upon successful submission of the term deposit renewal request, as well as an e-mail confirming your submission.

​Will I receive confirmation when my request has been processed?

Yes, you’ll receive an e-mail within 2 business days after your request has been processed.

​Who can I contact if I have any questions?

Please call our Contact Centre. Our representatives would be pleased to help.

Interac Flash®

Introducing Interac Flash® - a contactless payment feature of your Alterna Debit Card. Pay for smaller purchases faster and easier.


Look for the Interac Flash® logo on payment terminals at the checkout when you make your purchases and follow these simple steps:

  1. Look for the Interac Flash® logo and contactless wave symbol on POS terminals at thousands of your favourite Canadian retailers, fast food outlets, gas stations, and movie theatres
  2. Simply hold your Alterna Debit Card up to the payment terminal
  3. You’ll know your transaction has been completed when you see the “Approved” message or hear the beep.

FAQs

​Which account is debited when I use Interac Flash®?

You should choose to designate a specific chequing sub account to be the default account for completing Interac Flash ® transactions. This is especially recommended for transactions posted outside of Canada.

If no default account is selected for Interac Flash® the account that is debited for Interac Flash® transactions will be your first available chequing account. If you do not have a chequing account then the next available savings account will be debited.

If you wish to change your default account you can call the Contact Centre or visit your branch.

​How do I get an Interac Flash® Debit Card?

Interac Flash® enabled Alterna Debit Cards are available to Alterna Bank customers. If you’re new to Alterna Bank, your Interac Flash® enabled Debit Card will be mailed to you shortly after completing your online application. If you have an older Debit Card, you’ll need to call the Alterna Contact Centre to exchange your card.

​Will I need to use a PIN?

The first time that you pay for a purchase with your Alterna Debit card using Interac Flash® you will be prompted to enter your PIN. This will start the start the counter at $0 for the $200 limit.

If the amount of your purchase exceeds the Interac Flash® transaction limit for that particular merchant, then you’ll be prompted by the payment terminal to insert your card and enter your PIN. You’ll also be asked to insert your card and enter your PIN once your cumulative spend limit of $200 is reached.

​Are there spending limits for this feature?

Yes. For your protection there is a transaction limit of up to $100 per purchase made using Interac Flash®. If your purchase is above this limit, you will be prompted to insert your Alterna Debit Card and enter your PIN.

As an added layer of protection, there is also a cumulative spend limit of $200 for Interac Flash® transactions. This is the sum of all contactless transactions made with your card since the last time you entered your PIN. When this limit is reached, you will be asked to insert your Alterna Debit Card and enter your PIN. This will reset your limit so you can continue to use Interac Flash®.

​Are there any additional account fees for using Interac Flash®?

Good news! There are no additional fees for using this convenient service.

​Will I get a receipt for Interac Flash® transactions?

Yes, merchants will provide receipts for Interac Flash® transactions like they do for regular Interac Debit transactions.

​Is it secure?

Yes! Interac Flash® uses secure chip processing to protect against skimming, counterfeiting and electronic pick-pocketing. Interac Flash® also uses RF (Radio Frequency) enabled smartcard technology, which is more secure than RFID (typically used for inventory management). 

These features, along with the Flash® limits and the need to enter your PIN when the limits are reached make this a very secure solution. Additionally transactions are covered by Interac Zero Liability, which protects you against unauthorized activity on your accounts.

​Do I have to use the Interac Flash® feature on my Debit Card?

The great thing is you’ll have your choice! Interac Flash® is a safe and convenient optional feature that can be enabled or disabled any time. You can choose to use this feature, or you can insert/swipe your card, and enter your PIN as you did before.



*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.

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