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Security FAQs

Concerns, feedback, email authentication, fraudulent activity, and more.
Questions, concerns and security
Surveys and questionnaires
Authenticating emails

Questions, concerns, and security.

Your satisfaction matters. We make every effort to resolve member concerns in a fast, efficient manner. We’re committed to you. Your feedback helps us to continually improve and grow.

We’ve developed a four step process to deal with any concerns you may have. We ask you to follow these steps if you have any issues you want to bring to our attention. Click on the link below to learn more:

Member complaint process

We love hearing member feedback - it lets us know we're meeting your needs and providing exceptional service. If you had an outstanding experience with us, please leave a Google or Facebook review or email us to tell us!

Facebook Reviews

To leave a Facebook review, please click here.

Google Reviews

To leave a Google Review, please click here.

Email Us!

You can email us about your positive experience by filling out our online form.

Lost or stolen debit card:
Please call us at 1.866.923.4778 to report your card lost or stolen. We can either lock your card, cancel your card, lower your point of sale and ATM limits and re-issue you a new card. 

Please note that if you call us after business hours to report your card lost or stolen, we will redirect you to Everlink, who will be able to block your card on their end.

Lost or stolen credit card:
Please call Collabria card services at 1.855.341.4643 and they will be able to assist you.

Surveys and Questionnaires.

We’re committed to continuously improving our products and services to better meet the needs of our members. To achieve this goal, we gather feedback through surveys to understand your experiences and preferences. The participants for our surveys are chosen based on various factors, including recent transactions, interactions, or account activity. Additionally, we may also select participants randomly or based on specific demographics to ensure we capture a diverse range of perspectives.

One of the unique aspects of belonging to a credit union is that you have a say in how we do things. We truly value your viewpoint and want to hear from you.

Our partners at Sentis Research, a leading market research firm, conduct member satisfaction surveys on our behalf and to ensure that all feedback is kept confidential.

You may have been randomly invited to take part in our satisfaction survey by email or while banking with us online.

For survey or technical support, please call Sentis toll-free at: 1.855.958.3985

For more information on the survey process, please call us at 403.520.8000

It’s understandable to be cautious about unexpected surveys, but if you've recently engaged in a transaction with connectFirst, it's likely legitimate. We often send out surveys to gather feedback and improve our services. However, if you have any doubts, please verify the sender's email address is one of the below:
  • @surveys.connectfirstcu.com
  • @connectfirstcu.com
  • @e.connectfirstcu.com
  • @sentis.ca
  • @logit-group.com
You may also call us at 1.866.923.4778 to confirm the legitimacy of the survey you received from connectFirst.
connectFirst occasionally sends out surveys via email to collect valuable feedback from our members. These surveys help us understand your experiences better and enhance our services accordingly. If you've received an email survey from connectFirst or our partner Sentis, it's likely a genuine effort to gather your feedback. However, if you have any doubts, please verify the sender's email address domain is one of the below:
  • @surveys.connectfirstcu.com
  • @connectfirstcu.com
  • @e.connectfirstcu.com
  • @sentis.ca
  • @logit-group.com
You may also call us at 1.866.923.4778 to confirm the legitimacy of any email or survey you received from connectFirst.
To verify the legitimacy of an email survey claiming to be from connectFirst, here are a few steps you can take:

  • Check the sender's email address: Ensure that the email is sent from a legitimate connectFirst survey domain. The only domains we would send you a survey from are:
    • @surveys.connectfirstcu.com
    • @connectfirstcu.com
    • @e.connectfirstcu.com
    • @sentis.ca
    • @logit-group.com

    Important: Be cautious of any suspicious variations or misspellings in the sender's address. If you have any doubt, call us at 1.866.923.4778 to confirm the legitimacy of the any email or survey.

  • Review the content carefully: Legitimate surveys from connectFirst will always include our logo and will typically include questions specific to a recent transaction or interaction with our services or your membership sentiment. Be wary of very generic or vague surveys that do not relate to your recent activities or membership with us.

    Note: We will never ask for sensitive or personal banking information in any of our surveys or ask you to click on an attachment.

  • Avoid clicking on suspicious links: If the survey email contains links, hover over them to preview the URL before clicking. Verify that the URL leads to a legitimate site that connectFirst would use for surveys. The most common sites we’ll link to will include the following domain in the URL:
    • connectfirstcu.com
    • sentis.ca
    • e.connectfirstcu.com
    • click.e.connectfirstcu.com

    Exercise caution if the link seems unusual or redirects you to a site other than one of the above.

  • Contact connectFirst directly: When in doubt, reach out to us through using our online form or by calling our Member Connection Centre at 1.866.923.4778. Our support team can confirm whether the survey email is genuine and provide further assistance if needed.

By following these steps, you can help ensure the authenticity of any survey emails you receive from connectFirst. If you remain uncertain about the legitimacy of an email survey, it's always best reach out to directly us for clarification.
Though your survey responses will not be completely anonymous, they will always be held in strict confidence and will be reported in aggregate form only. You will not be individually identified in any way.
Yes! You always have the option to unsubscribe from any of the surveys through the footer of the email we send you.
Typically, we do not share survey results directly with members. However, in some instances, particularly when members request follow-up or when it's deemed beneficial for enhancing our services, branch managers may reach out to express gratitude to those who have participated in our quarterly surveys.

Your participation in our surveys play an important role in shaping the future of connectFirst. Your feedback provides valuable insights into your experiences, preferences, and needs as a member, enabling us to tailor our products, services, and overall member experience to better serve you and our community.

We take member feedback seriously and consider it a cornerstone of our decision-making processes. Whether it's enhancing existing services, introducing new offerings, or refining our member engagement strategies, your feedback guides us in prioritizing initiatives that align with your expectations and aspirations.

Authenticating Emails.

Encrypted external email is how we make your emails to us at connectFirst Credit Union are safe. By sending personal information and confidential documents through the Cisco platform, we encrypt your emails to ensure your information is protected, making it readable only by the person you sent it to.

How do I sign up for encrypted external email? Does it cost money?

Our encrypted external email service is easy to use, and it’s free! Our team will send you a link with details on how to sign up when we need to communicate electronically. You only need to use this service to send and receive personal information and confidential documents.

Marketing-related emails are communications sent to our members to provide information about our products, services, promotions, and events that may be of interest to them. These emails help us keep our members informed about relevant offerings and opportunities to enhance their financial well-being.

Yes, due to your banking relationship with connectFirst and in accordance with Canada's Anti-Spam Legislation (CASL), we require implied or expressed consent before sending you marketing-related emails. This ensures that we only communicate with members who are interested in receiving such information.

If you decide you no longer want to receive marketing emails from us, you can withdraw your consent at any time. We provide easy-to-use unsubscribe options in all marketing emails.

Yes, you can withdraw your consent to receive marketing-related emails at any time. We provide easy-to-use unsubscribe options in all marketing emails. You can also update your email preferences by contacting your local branch, calling our Member Connection Centre at 1.866.923.4778 or reaching out through our online form.

Transactional/account/business-related emails are communications sent to our members to provide important information about their accounts, transactions, or other business-related matters. These emails are essential for keeping you informed about your financial activities and ensuring the security of your accounts.

These emails may include account statements, transaction confirmations, security alerts, account updates, and other important notifications related to your banking relationship with connectFirst Credit Union.

No, consent is not required to receive transactional/account/business-related emails. These communications are considered necessary for the operation of your account and are exempt from CASL (Canada’s Anti-Spam Legislation) regulations.
To ensure that you receive these emails, make sure we have your most up-to date email on file. You can update this information a few ways:
  • Through your digital bank account using a browser or our mobile app
  • Contact your local branch Reach out to our Member Connection Centre at 1.866.923.4778
  • Connect with our team through our online form
It’s also helpful to add our email addresses (@connectfirstcu.com, @e.connectfirstcu.com, and @connectfirstwealth.com) to your safe sender list or address book. This helps prevent our emails from being filtered as spam and ensures that you stay informed about important updates regarding your accounts.
Additionally, regularly checking your email inbox, including spam or junk folders, can help you stay up-to-date with our communications.
To verify the legitimacy of an email claiming to be from connectFirst, here are a few steps you can take:

  • Check the sender's email address: Ensure that the email is sent from a legitimate connectFirst survey domain. The only domains we would send you a survey from are:
    • @connectfirstcu.com
    • @e.connectfirstcu.com
    • @connectfirstwealth.com

    Important: Be cautious of any suspicious variations or misspellings in the sender's address. If you have any doubt, call us at 1.866.923.4778 to confirm the legitimacy of the any email.


  • Review the content carefully: Legitimate emails from connectFirst will always contain information specific to a recent transaction or interaction with our services, your membership sentiment, a promotion or offer or business/account related updates.

    Note: We will never ask for sensitive or personal banking information in any of our emails or ask you to click on an attachment unless we're using our encrypted, secure email service.

  • Avoid clicking on suspicious links: If the email contains links, hover over them to preview the URL before clicking. Verify that the URL leads to a legitimate site that connectFirst would use. The most common sites we’ll link to will include the following domain in the URL:
    • connectfirstcu.com
    • e.connectfirstcu.com
    • click.e.connectfirstcu.com
    • connectfirstcreditunion.coconutcalendar.com
    • connectfirstcu.tfaforms.net

    Exercise caution if the link seems unusual or redirects you to a site other than one of the above.

  • Contact connectFirst directly: When in doubt, reach out to us through using our online form or by calling our Member Connection Centre at 1.866.923.4778. Our support team can confirm whether the survey email is genuine and provide further assistance if needed.

By following these steps, you can help ensure the authenticity of any emails you receive from connectFirst. If you remain uncertain about the legitimacy of an email survey, it's always best reach out to directly us for clarification.

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