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About Us

Contact Us

We're dedicated to meeting all your banking needs.

Get in Touch


Chat with us anytime, from your smartphone, or your web browser. We always have agents online during contact centre hours and they can answer your inquiry. If the need arises, they can always transition to a phone call to serve you better.

Click on the Chat icon on the bottom right to get started

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Email Us

Do you have a comment or question? We’d love to hear from you. If you would like a response, we’ll get back to you within 2 business days.

Reminder: If your request requires the disclosure of confidential, account of personal information, please remember to log into your Online Banking account first to secure authenticity. Do not send personal or account information by email.

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Call Us


Personal Contact Centre Hours
Monday - Friday 8:00 am to 8:00 pm ET

Saturday and Sunday 9:30 am to 4:00 pm ET


Business Contact Centre Hours
Monday - Friday 9:00 am to 5:00 pm ET

Closed Saturday and Sunday
QTrade/Alterna Wealth

Lost or stolen Debit Card
Toll-Free 1.888.807.4101
Ottawa 613.560.0160

Lost or stolen Debit Card
24 hours a day

Find Us

Cash withdrawals, deposits and balance inquiries for your accounts are at your fingertips from any of our Alterna ATMs. Alterna Bank cardholders have access to thousands of surcharge-free ATMs with The EXCHANGE® Network.

In the United States, access over 3,000,000 ATMs and POS terminals with the ACCEL Networks and Allpoint Network surcharge-free! Anywhere else in the world, get access to your funds through more than 800,000 ATMS worldwide with the CIRRUS® (International) Network.

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Mail Us

If you would like to send us physical mail, you can use the mailing addresses below.

Head Office - Alterna Bank Ottawa

319 McRae Avenue, 2nd Floor
Ottawa, ON K1Z 0B9

Corporate Office - Alterna Bank Toronto

2 Bloor Street East, 26th Floor
P.O. BOX # 73
Toronto, ON M4W 1A8

Compliments and Concerns

At Alterna Bank, we are accountable to, answer to, and work hard for you every single day.

Alterna Bank FAQ

You've got questions.

We've got answers!

For most clients, your Login ID is your member number. You can access your member number via your statements, on the bottom of cheques, or by calling the Contact Centre.

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

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.

If you find there’s a payee that’s inaccessible for payment through our services, please contact the payee directly for alternate payment arrangements since some companies have their own online payment service. If you find a payee isn’t on our payee list, please let us know. We will forward your request to our online banking provider, Central 1. Be sure to include the company name, address and, if available, a contact person and email.

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 receiving company will be notified that your payment failed.

To avoid unnecessary failed payment notifications, please delete any future payments you may have scheduled for bill payees you delete.

Your security is our top priority, which is why our mobile banking app uses the same level of secure protection as our online banking platform. 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.

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

As long as you have access to the internet, mobile banking is available wherever you are, whenever you need it. Before travelling, check with your mobile device carrier regarding data plans, rates, and roaming fees.

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