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Online Banking Help

Get help logging in and managing your finances online

How do I register for online banking?

To get started, you'll need a Personal Access Code (PAC), which you can get at your nearest branch. If you already have a debit card, give our Member Solutions Centre a call (1-800-616-8878) to get set up.

Then, enjoy the convenience of 24-hour access to your accounts. 

​Can I change my Personal Access Code (PAC) that I use to log into online and mobile banking?

Yes. Log in to online banking and click on Profile and Preferences under the Account Services section. There you will be able to change your Personal Access Code. First, enter your current PAC, then enter your new PAC and verify it by entering it again. A safe access code consists of eight characters and combines letters and numbers.

Please note – if you forget your password or if you are locked out of your online account, you will have to call our Members Solutions Centre at 1-800-616-8878 or visit your branch to reset your PAC.

How do I cancel my paper statements and receive only eStatements?

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 into online banking and follow these simple steps:

  1. In the left-side menu, click on My Accounts
  2. Within the My Accounts menu items, select Statement Preferences
  3. The first screen will show you your Membership number. 
  4. Click Next to go to the next screen.On the next screen, select “eStatements only” as your statement preference and click Continue.
  5. The next screen will summarize your preference.  Click 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.

Where can I find my eStatement?

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

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

Interac e-Transfer®

You can also visit our Interac e-Transfer FAQ page for more detailed information.

​​Are there fees and limits for Interac e-Transfers?

The fee to send or request an Interac e-Transfer is $1.50.  There is no fee associated with receiving an e-Transfer or fulfilling a Request Money Interac e-Transfer.

Please see below for transaction limits:

Interac e-TransfersLimit
Maximum sending transaction limit$3,000
Maximum sending limit per day$10,000
Maximum sending limit per week$10,000
Maximum sending limit per month$20,000
Maximum incoming limit per week$70,000
Maximum incoming limit per transaction$10,000
Maximum incoming limit per day$10,000
Maximum incoming limit per month$300,000
Minimum incoming limit per transaction$0


​​How do I complete an Interac e-Transfer in online banking?

All you and the recipient/sender need to get started is an email address or mobile telephone number and a Canadian deposit account with access to online banking.

Sending an Interac e-Transfer 

  1. Log in to online banking. If you haven’t set up your online banking yet, call us at
    ​1-800-616-8878 or visit your local branch to get started and to receive your Personal Access Code (PAC).  
  2. Click on “Transfers” in the menu on the left, then select Send Interac e-Transfer.  
  3. Set up your profile by filling out the fields as indicated.  
  4. Click on “Add Recipients”. Enter the name and email address or mobile telephone number of the person who you will be sending the money to. Once you have added these details, they will be stored on the Recipients list, you will not have to enter in the same information again.  
  5. Create a security question and answer that only the sender and receiver will know. The receiver will have to enter the answer to the security question in order to access the e-Transfer. If it's a friend, for example, the question might be: "What is the name of your dog?"

    For security reasons, the message field which enables you to leave a note for your recipient, must not contain the answer to your security question.  
  6. Select your recipient from the dropdown list on the Send Interac e-Transfer page. Indicate the amount you'd like to send.

Your account will be debited the amount you have sent as well as a $1.50 fee once you click Send Transfer.

Receiving an Interac e-Transfer 

You will be notified by email and/or text that an Interac e-Transfer has been sent to you.

From your computer or smartphone, open the email or text and you will be walked through a simple, user-friendly interface that leads to your own financial institution's online banking, where you will deposit the funds to the account of your choice after correctly answering the security question set up by the sender.

​What is Autodeposit?

Autodeposit is a feature within the Interac e-Transfer service that enables users to save time when accepting an Interac e-Transfer.

It is enabled by registering your email address with Interac, and allows you to receive funds directly into an assigned account without the need to select your financial institution or answer a security question.

When sending an Interac e-Transfer, the sender is made aware in online banking that you are registered for Autodeposit.

​​ What is the feature Request Money?

Request Money is a feature within the Interac e-Transfer service that allows you to request money via online banking.

Money can be requested by sending an email or text message to any individual or business in Canada. When the request is fulfilled, you will receive a notification once the funds are deposited into the selected account.

Online Security

​ What is increased authentication?

Increased authentication improves the safety of the online banking environment by adding challenge questions and answers at login. These questions increase the protection of online banking against ‘phishing’ and other fraudulent behavior.

Members set up three challenge questions from a list provided during the registration process.

​ How does increase authentication work to protect me?

When you log into Online or Mobile Banking, the login page may display one of the three selected challenge questions that you chose at the time of the registration.

The challenge question appears based on a number of security policy parameters such as logging in from a device that you would not normally login from.

Answering the question correctly will indicate that the login is genuine and you will be allowed to continue into your online banking account.

​ What if I forget my challenge question answers?

When you do not answer the challenge questions correctly, you will be presented with another of the three questions you set up.

After three attempts you will be locked out of your account and will need to contact our Member Solutions Centre at 1-800-616-8878.

​ Can I update my challenge questions?

Once logged in, you can select different challenge questions from the list provided and you can also update the answers you have already set up.

​ Will I get notified if someone tries to login to my account?

You can set up an email and/or text alert that will notify you if your account has been locked due to maximum number of failed attempts to answer your challenge question.

This alert and others can be set up in online banking by going to “Messages and Alerts” in the left side menu, then selecting “Manage Alerts”. 

​ Can I create my own challenge questions?

No, you must select your challenge questions from the list provided.

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