My Account Help

Statement preferences are controlled by the primary account holder on an account. 

If you are currently receiving paper statements in the mail and they are addressed to you, you can change your preference in online banking to receive only eStatements. 

If you are a joint account holder and the mailed statement is not addressed to you, you will not be able to switch that paper statement as it will need to be switched by the primary account holder. 

A void cheque can be used to set up a direct deposit or pre-authorized debit instructions on your account. 

Three sets of numbers are taken from the bottom of your cheque when the instructions are set up – the transit number, the institution number and your account number.  Here’s where you’ll find them:

Did you know you can also create a direct deposit switch through our free ClickSWITCH service? If you’re not familiar with the service, visit our ClickSWITCH page to learn more.

If you don’t have cheques, visit your branch or call our Member Service Centre at 1-800-616-8878 to request a Direct Debit/Deposit Request form. 

Holds are placed on Member’s accounts to protect you and the credit union against possible losses and/or fraudulent activity. Our guidelines for the duration of holds are below.    

To avoid having a hold placed on your account, you may wish to set up direct deposit arrangements with the sender if it’s a payment you’ll be receiving regularly.

You can also arrange to receive the money by Interac e-Transfer® if the funds are coming from a Canadian financial institution in Canadian dollars. This is another option to transfer money that’s safe, easy and immediately available. 

Visit your branch or connect with our Member Service Centre at 1-800-616-8878 to find out your debit card and ATM withdrawal limits. 

If you’re planning on making a large purchase, you can request a temporary increase to your limit.

Visit Account Services through your online banking and select Order cheques. You can also visit your branch or call our Member Service Centre at 1-800-616-8878 and our staff can make the arrangements for you.

For our Business Members, cheques must be ordered through your branch.

All Members are set up to automatically receive eStatements in online banking.  You can stop paper statements from being mailed to you by changing your preference in online banking.  Simply log in to online banking and follow these simple steps:

1. In the left navigation menu, select My Accounts.
2. Within the My Accounts menu items, select Statement Preferences.
3. The first screen will show you your membership number.
4. Select Next. On the next screen, choose eStatements only as your statement preference and select Continue.
5. The next screen will summarize your preference. Select Confirm to complete the process.

Depending on timing of completing these steps, you may still receive one more paper statement mailing after cancelling paper statements.

Your eStatement can be found by logging in to online banking and following these simple steps:

1. In the left navigation menu, select My Accounts.
2. Within the My Accounts menu items, select View eStatements.
3. The eStatement screen will appear and you can select the year from which you would like to view a statement.
4. After you choose the specific year, e.g. 2019, each month for which a statement is available will appear for you to select from.
5. Select the month you want to open a PDF of that month’s statement.

For outgoing wire transfers, you will need details about the recipient's financial institution including the name, address, phone number, transit number, institution number and SWIFT code. You will also need the recipient's name, mailing address, phone number and account number. An International Bank Account Number (IBAN) is required when sending wire transfers to European countries.

FirstOntario's transit and institution numbers can be found in Account Details in online and mobile banking.

For incoming CAD/USD and international wire transfers, give us a call at 1-800-616-8878 to request the form or visit your branch.

If you can't remember your PIN or if you are locked out, you can reset it at any one of our Personal Assisted Teller machines. You will need a mobile device so you can sign the applicable form electronically. You can also come to a branch to do this.

Please make sure you have at least two pieces of valid photo identification.

If you know your PIN, but you want to change it to something different, you can change it at any FirstOntario or THE EXCHANGE Network ATM.

Use this ATM locator to find the machine closest to you.

You can log in through our mobile app, tap Scheduled and choose the payment you would like to cancel, then select Delete.

In online banking, select Payments in the menu on the left. Go to View/Modify Payments, choose the scheduled payment you wish to cancel, then hit Delete. You will then have to Confirm to complete the update.

Some Members will have immediate access to a limited amount of the funds they deposit one of our ATMs. The remaining funds will be held for a short time.

This hold period allows our credit union to verify that the funds will be available from the account at the other financial institution on which the cheque and/or other negotiable items are drawn. Member-specific circumstances will determine what they can access right away and if longer holds are required.

Please don't hesitate to contact us at 1-800-616-8878 if you have any questions.