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Senior Support Centre

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Supporting seniors’  banking needs, and those who love and care for them, is fundamental to building stronger communities. This is why Alterna offers easy ways to manage your money and ensures equitable access to all our customers no matter how they choose to bank with us.

Stay up-to-date with COVID-19 banking updates

Here are some resources to help you bank with confidence:


Support Person: For individuals needing a support person when calling our Contact Centre or visiting a branch, Alterna will:

  • Permit the support person on premises/on the phone
  • Allow support person, if requested by the customer, to attend meetings
  • Request permission from customer to discuss confidential account information with support person present
  • Ensure the customer and support person understands that the support person is there to accompany the customer and therefore cannot direct or act for the customer


How to print your Account Statement: Your monthly Electronic Statement (eStatement) is available in Online Banking for printing and viewing:

  • Log in to Online Banking at
  • Select the “View eStatements” link, found in the left-hand menu on the My Accounts screen.
  • Once the eStatements page opens, choose the eStatement you wish to view from the list available.
  • You will then be able to view or print your eStatement, including cheque images.​

TIP: eStatements are more secure, reliable and better for the environment.

Braille Statements: Can be requested through our Contact Centre by calling 1.866.560.0120 or if you opened your account in a branch, directly there.

Read more about our accessibility standards.

Affordable banking packages 

Alterna Bank offers banking packages to suit your needs and lifestyle. If you’re looking for a free, easy-to-use account, consider our no-fee eChequing account which can be opened online.

Note: Alterna Bank customers who previously opened an account in branch should refer to the Personal Service Fee Listing for available banking package discounts for persons who have reached the age of 59 or above.  Please note that this discount will only be applied once you have advised Alterna that you are eligible for the discount. Customers on the Seniors GoodLife Account Package can find more details here.

TIP: Need to find a surcharge-free ATM? Visit our ATM Finder.

Help planning your financial future

Here are some resources that will help ensure your financial plan continues to meet your future needs:

  • Direct Investing: With Qtrade® Investor, make decisions with confidence and achieve your financial goals with tools and resources tailored to your unique situation.
  • Power of Attorney (POA) and Joint Deposit Account (JDA): These may be used if you wish to give someone else authority to do banking for you. Keep in mind, there can be both risks and advantages to POAs and JDAs. You can find important information about POAs and JDAs here
  • Financial Planning Calculators: We offer calculators that can help you work out the details of your financial plan and assist you in reaching your goals such as:
    • Mortgage Calculator
    • Loan Calculator
    • RRIF Calculator
    • TFSA Calculator
    • Foreign Exchange Calculator and more.

TIP: The Government of Canada provides programs and services to help you ensure your later years are safe and secure. Visit their website.

Keeping safe when banking online

We are committed to providing you with a safe and secure banking experience that ensures the integrity of your account information. You also have a role to play in staying safe when transacting online.

If it seems too good to be true, it probably is. There are a variety of methods scammers use to take advantage of their victims. That’s why recognizing and understanding different types of fraud is your responsibility and can keep you and your finances safe. Click here to read more about avoiding scams.

You can learn more about how Alterna protects you and the role you play in protecting yourself by reviewing our: Security and Privacy section.

TIP: To keep up to date with the most recent scams targeting Canadians, visit the Canadian Anti-Fraud Centre website,

Once you’ve obtained your temporary password, log in to online banking with 4 easy steps:

  • Go to Alterna’s Online Banking page
  • Enter in your customer number where it says, “Login ID”
  • Enter your temporary password where it says, “Password”
  • Update your password and proceed to Online Banking

TIP: Create a Strong Password: It’s important to choose a unique word or phrase that you will remember. You should use a combination of both lowercase and uppercase letters, numbers and symbols (such as “!” or “?”). Remember, the more complex the password, the stronger it will be.

Online Banking and Mobile Banking Frequently Asked Questions (FAQs)

Can’t login?

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

Please note: If your account number or user ID starts with a zero, please enter your ID without the zero and try your login again.

Can my banking information be viewed in my web browser history?

Online Banking will prevent unauthorized viewing of your account information if you are careful to ensure you logout when you’re finished banking. This feature prevents pages from being cached (stored) by your browser and will help ensure clicking a previously viewed page in your Online Banking is not possible. It is always important to fully log out of Online Banking, especially if you are using a public or shared access computer. 

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

For security reasons, your Online Banking password can only be changed through our secure online banking, in the Profile and Preferences section. If you can’t remember your password, call us to have it reset and obtain a temporary password. Then, log in 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.

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 sleeker 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.

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.

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 full Online Banking. You log in with the same credentials, and once you log out, your secure session will end.

Read these tips to protect yourself while banking on-the-go.

Helpful forms

Here is a list of forms that may assist you when doing your day-to-day banking transactions:

Please note: to access these forms, you must first log in to your Online Banking.

TIP: Stay in Touch with Email Updates: Click here to subscribe by selecting the Email Sign Up tab.

Need to speak to a customer specialist? Get in touch, with our Contact Centre:

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Hours (​Monday - Friday)

8:00 am to 6:00 pm EST

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Hours (Saturday & Sunday)

9:30 am to 4:00 pm EST

We are here for you.

Welcome to the bank that actually puts customers before profits and who is winning customers with service, products and total transparency that truly puts the good in banking.

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