Have questions about your new digital banking experience? View FAQs, helpful tutorials and more here.

Have you heard the news?

We're bringing our members a new digital banking experience! We'll be rolling out the country's best and most responsive digital banking platform that will make it easier for you to bank whenever and wherever.

To prepare for the transition, please review the below information and reach out with any questions by calling your local branch or our representatives at 1.844.685.6225 (Chinook) or 1.844.753.7900 (Legacy).


What else is changing? | Update Your Info | Digital Preparedness Checklist

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Reach out to update your information by calling your local branch, reaching out at 1.844.685.6225 (Chinook) or 1.844.753.7900 (Legacy) or online through our secure form. You will need an email or cell phone number on record to access the new digital platform.

Service Interruption

  • Online and mobile banking will be unavailable from 5 p.m. on Friday, February 12 until the morning of Tuesday, February 16.
  • Your debit and credit cards will continue to work as usual during this time.
  • Our Contact Centre representatives will be available to take your call during this time with limited services available.

Initial Log On Process

  • The first time you log on to the new digital banking system after Tuesday, February 16, you will need to create a new username and password to access online and mobile banking. Want a sneak peek? Check out the new log on process.
  • As added security, you will be asked to provide an email or cell phone number so a secure code can be sent to you. The email or cell phone number need to match out records. Please update your information ahead of time by calling your local branch, reaching out at 1.844.685.6225 (Chinook) or 1.844.753.7900 (Legacy) or online through our secure form.
  • You will log in using your PAN number (the number on your debit card). Make sure this number is handy on Tuesday, February 16.
  • There will be a new app to download on Tuesday, February 16. The Chinook Financial app will stop working on Friday, February 12 at 5 p.m.
  • Please check your email and the inbox in your online banking frequently for updates and reminders.

Interac e-Transfers®

  • Sending Interac e-Transfers®. e-Transfers will be unavailable to send between Monday, February 8 until the morning of Tuesday, February 16.
  • Receiving Interac e-Transfers®. You will be able to receive e-Transfers sent to you until Tuesday, February 9 at 11:59 p.m. (please note this date has recently been updated).
  • Sent Interac e-Transfers®. Please reach out to your outstanding e-Transfer recipients to have them accept any pending e-Transfers you have sent. Any remaining e-Transfers not accepted by Tuesday, February 9 at 11:59 p.m. will be cancelled and the funds will be returned to your account.
  • Interac e-Transfer® Recipient List. Your list of e-Transfer recipients will not come over into the new system. We recommend taking screenshots of your contacts or writing down recipient contact information so you can transfer them over easily.

CRA Future Payments

  • Any future CRA pre-payment schedule for Saturday, February 13 onward will need to be set-up again in the new system as they will not automatically come over in the transition.
  • We recommend earlier payment where possible. If you have a payment due around Tuesday, February 16, we can set-up an appointment (over the phone or in-branch) to assist in setting up your profile and getting your payment made on time.

Bill Payments

  • We recommend scheduling any bill payments before 5 p.m. on Friday, February 12 or for after Tuesday, February 16.
  • Bill payments will be unavailable from 5 p.m. on Friday, February 12 until the morning of Tuesday, February 16 when the digital banking system is unavailable.

Pre-authorized and Automatic Fund Transfers

  • Your pre-authorized payments and automatic fund transfers will continue as usual in the new platform. No action is required.

AGLC and Alberta Finance payment sites

  • Access to the AGLC and Alberta Finance payment sites will be unavailable between 5 p.m. on Friday, February 12 until the morning of Monday, February 15.
  • We encourage you to make any payments before Friday, February 12 for the following week.

Be Prepared!

Download a copy of our Digital Change Preparedness Checklist to help get read for the new platform.


SERVICE INTERRUPTION FAQS