Experiencing problems logging in to your digital banking? Here’s how to get in touch!

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These are the top 6 issues we know members are experiencing:

Looking for something different?
Keep scrolling for answers to additional Frequently Asked Questions.

Still need support?

Contact us via email at myexperience@connectfirstcu.com



Getting Started | Mobile Banking | Transfers & Payments

Features | E-statements | Business Accounts

Getting Started

Are there changes to how we log in?


View the guide to see the new login process for First Calgary members and Mountain View members.

First Calgary members (online and mobile):

1. When you log in for the first time, you will need to insert your 19-digit debit card number to verify you are a member.
2. You will then be asked some additional security questions and a secure authentication code will be sent to either your email or cell phone.
3. When prompted, enter the secure code.
4. You will be prompted to select a username and strong password and confirm your new user profile.
5. This will direct you to the login page where you will use your new username and password to log in to digital banking!

Mountain View members (online and mobile):

1. When you log in for the first time, you will need to insert your 19-digit debit card number to verify you are a member along with your Personal Access Code (current password).
2. You will then be prompted to select a username and strong password and confirm your new user profile.
3. This will direct you to the login page where you will use your new username and password to log in to digital banking!

I can't log in - what do I do?


If you get the error “Identification details entered do not match our records” while setting up your digital banking profile, you will need to update the contact information we have on file for you. You can fill out our online form and we will get back to you within 24 hours to let you know when you will be able to access the digital banking platform. Or if you require immediate assistance, please contact us.

I’m trying to log in to the new digital banking platform for the first time, but I didn’t receive an email or text.


If you do not receive your email or text message within 10 minutes, please check your Junk mail/Spam folder. Alternatively, you can try again either with your email or text. If you do not receive a code using either method, we will need to update the contact information we have on file for you. You can fill out our online form and we will get back to you within 24 hours to let you know when you will be able to access the digital banking platform.

What browser should I use to access the digital banking platform?


We recommend using one of the following supported browsers:
  • Google Chrome
  • Apple Safari
  • Mozilla Firefox
  • Microsoft Edge

I keep getting an error screen that says "The requested URL was rejected. Please consult with your administrator” while trying to access the online banking site on a Chrome browser. What do I do?


We recommend trying to clear your cookies and try once more, here's how you can do this:
  • On your computer, open Google Chrome.
  • On the top right click More (the three dots) > Settings.
  • Under "Privacy and Security" click Cookies and other site data.
  • Click See Cookies and other site data > Remove all
  • Confirm by clicking Clear all.
Once this is completed, you will need to re-load your online banking. If the error still pops up for you, please contact us.

I have more than one PAN / debit card. Which one do I use to log in?


If you have more than one First Calgary or Mountain View debit cards, whichever debit card number you log in with first will become your login information going forward.

Do I have to type in my PAN / debit card number each time I log in?


No, the good news is now you can log in with the use of your personal username instead of having to remember a 19-digit card number.

Can I change my username? ­­


Once your username has been selected, you are unable to change it. Alternatively, you can use your 19-digit PAN (number on your debit card) in the username field if preferred.

I forgot my password! What do I do? ­­


If you forgot your password, you can reset it!

Click the Forgotten password? link on the login page and follow the instructions. You will need your username, and the email or cell number on file.

View the guide.

I don't have an email address or cell phone number - can I still access digital banking? ­­


To access digital banking, you need an email or cell phone number to be able to receive the secure code to initiate log in. If you need assistance in setting up an email account, please contact us.

Where is my transaction history? ­­


You can view your transaction history prior to the banking system change by accessing your your e-statements. Access them by going to “Accounts” and “View e-statements" within the digital banking platform.


Mobile Banking

Can I still use my old digital banking app?


No, the First Calgary and Mountain View apps are not available anymore. Please download the Connect First app by searching for "Connect First Mobile Banking" in the App Store or "Connect First Credit Union" in the Google Play Store.

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Where can I find the Connect First app?


You can access the Connect First Credit Union app by searching for "Connect First Mobile Banking" in the App Store or "Connect First Credit Union" in the Google Play Store.

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What operating system do I need on my phone to use the Connect First app?

Andriod - OS Version 5 or higher

Apple - OS Version 11 or higher

Can I access the mobile app on my tablet/iPad?


No. This is a known issue and we are working on a solution. In the meantime, to access online banking you can use your browser (e.g. Safari) to visit https://banking.connectfirstcu.com.

Help! I'm locked out.


After three attempts with the incorrect fingerprint, the mobile application will display a locked-out message.

To get it unlocked, please call the phone number that appears in the error message.

You can also select the Forgotten Password link to reset your login and follow this process.


Transfers & Payments

How do I transfer money to other First Calgary and Mountain View Financial members?


View the guide.

Note:
To transfer funds to another member, you will need the member's account number.

Did my Autodeposit settings get transferred over to the new platform?

For First Calgary Financial members, Autodeposit settings did not come over to the new digital banking platform. You will need to set up this functionality again. To set-up Autodeposit, log in to your new Digital banking platform, go to the menu option “Transfers & Payments” and select “Autodeposit settings”.

Autodeposit settings for Mountain View Financial members came over to the new digital platform

How do I set up Autodeposit?


Log in to your new Digital banking platform, go to the menu option “Transfers & Payments” and select “Autodeposit settings”.

How do I send an Interac e-Transfer®?


View the guide.

How do I accept an Interac e-Transfer?

View the guide.

If your e-Transfer notification lists First Calgary or Mountain View Financial as your default financial institution, you must click on the button "Select a different financial institution" and look for Connect First Credit Union in the dropdown (you may have to scroll to the bottom of the page and select 'credit union' from the drop-down menu). If you try to deposit to First Calgary Financial or Mountain View Financial, you will get an error.

What happened to my Interac e-Transfer recipient list?


For First Calgary Financial members, Interac e-Transfer recipient lists did not come over to the new digital banking platform.

To set-up a new Interac e-Transfer recipient:

1. Go to the menu in the top left corner
2. Select 'Interac e-Transfer'
3. Click on 'Manage Contacts'
4. Create a new recipient profile
5. Go back to the menu in the top left corner
6. Select 'Interac e-Transfer' and choose 'Send money'

Can I cancel an Interac e-Transfer I sent?


If your recipient hasn’t deposited the money into their account, you can cancel your Interac e-Transfer. View the guide.

Once the deposit has been made, there is no way to reverse the transaction. You'll have to make arrangements directly with the recipient.

How do I set up bill payments?


View the guide.

Can I pay my taxes online?


View the guide.

Can I reverse a bill payment?


To reverse a payment, you will need to contact your local branch.

If you have scheduled a bill payment in your digital banking that has not yet been made, you can go to "Transfers & Payments" and select "View scheduled payments".


Features

What are favourite transactions?


Our new digital banking platform allows you to set up frequent transactions, such as transfers and bill payments, as favourites for quicker processing. View the guide.

How do I set up alerts?


You can set up account alerts and security alerts to get notified by text or email of key activities on your account.

Account alerts allow you to monitor specific accounts so you can track activities like deposits or withdrawals over a set amount, account balances, insufficient funds and failed transactions.

Security alerts inform you of any changes to your profile, including a password change or a login attempt. View the Guide.

What is two-factor authentication / one-time password and when is it used?


Two-factor authentication, also known as one-time password (OTP), allows for additional security on sensitive transactions or activities. It is a secure code sent to your email or cell phone number to verify it is you authorizing the activity.

Two-factor authentication is used when you log in to the new digital banking platform for the first time and when you perform sensitive transactions such as:
  • Add New Payee
  • Change Password
  • Reset Password
  • Update Contact Information
  • Enter Member Transfers
  • Add/Edit Interac e-Transfer Recipient
  • Manage Interac e-Transfer Profile
  • Autodeposit Setup and Changes

What if I don't receive an email or text for two-factor authentication?


If you do not receive your email or text message within 10 minutes, please check your Junk mail/Spam folder. Alternatively, you can try again either with your email or text. If you do not receive either code, please email us, so we can check we have the right contact information on file.

Can I use Touch ID or facial recognition to log in to the app?


Yes. You will be prompted to set this up, if you choose, when you log in.


E-statements

Can I access my statements online?


Yes, your e-statements will be available by going to “Accounts” and “View e-statements" within the digital banking platform.


Business Accounts

How do I sign in to my business account?


First Calgary members:

1. When you log in for the first time, you will need to insert your 19-digit PAN/debit card number associated with your business membership to verify you are a member.

2. You will then be asked to input your personal date of birth, and either your personal email or cell number we have on record for you. A secure authentication code will be sent to either your email or cell phone.

3. When prompted, enter the secure code.

4. You will be prompted to select a username and strong password and confirm your new user profile.

5. This will direct you to the login page where you will use your new username and password to log in to digital banking to access your business accounts!

Guide - How to log in for the first time (First Calgary)

Mountain View members:

1. When you log in for the first time, you will need to insert your 19-digit PAN/debit card number associated with your business membership to verify you are a member, along with your Personal Access Code (current password).

2. You will then be prompted to select a username and strong password and confirm your new user profile.

3. You will also be required to enter either your email or cell number. (No authorization code will be sent if it matches the contact information we have on file).

4. This will direct you to the login page where you will use your new username and password to log in to digital banking to access your business accounts!

Guide - How to log in for the first time (Mountain View)

Why do I have to enter a date of birth to set up my business account?


As a signer on the business, we need to authenticate you as an individual. It’s important that your personal information (date of birth, email and cell) in your file is up to date so we can validate who you are.

You can update your personal information online or by calling 1.866.923.4778.

Can I access both my personal and business accounts together?


When you first set up your profile, your personal and business memberships won’t automatically be consolidated. You will need to complete the onboarding process for each membership separately.

From your business profile, you can then add your personal or other business accounts and access them from a single login.

View the guide: Consolidate accounts

How many business accounts can I consolidate?


There is no limit on the number of businesses you can consolidate with one personal account.

How do I set up delegates for my business account?


As a signer on the account, you can set up a delegate’s username, as well as assign Read-only or Initiator access. This transaction requires you to enter an authentication code before it can be completed.

A temporary password will be generated and sent to the delegate by email or cell phone. You will need to notify the delegate of the username you have set up.

View the guide: Set up delegates

How many delegates can I assign to my business account?


There is no maximum number of delegates you can have on your account.

I'm a delegate on a two-to-sign account, but I can't see my business accounts or initiate any e-Transfers or bill payments in digital banking.


All delegates will need to be added again, so if you can't see your accounts, make sure you have been set up on the new platform.

Contact a signer on the account to set this up.

Why is one signer seeing a blank space for a confirmation number and status when paying a bill?


On a two-to-sign business account, the confirmation number and status will display once the second signer has confirmed approval of the transaction.

How do I make a tax payment online?


From your business profile, you can set up a CRA business account and make a tax payment by going to “Transfer & payments” > “Pay corporate taxes”.

View the guide: Making tax payments

Note: CRA payments can only be made via the desktop application. Because of the complex nature of submitting CRA payments, the screens on mobile devices are not optimal.

Why is only part of my business name showing in online banking?


Digital banking has a character limit when it comes to the business name and your business name may be outside the limits. This will not impact any of the information sent with bill payments or what is stored in our banking system.