Online Banking

Enter your 16 digit credit card number in the ‘Register Now’ box, and click the ‘Submit’ button. Please do not enter any spaces or dashes in the card number. You will then be asked to answer a short series of security verification questions.

Once you have correctly answered the verification questions, you will be asked to set up a user name, password and email address. A confirmation code will be sent to the email address entered. You will be asked to enter this code to complete your registration.

Should you have any questions while registering, please contact us at 1-855-731-3308.

What if I forget my User Name or Password?

Click on the ‘Forgot User Name’ and/or ‘Forgot Password’ links located under the ‘Sign In’ box. You will be prompted to answer a series of security questions which were set up during your initial registration.

Once you have correctly answered the security questions, your user name will be displayed or you will be prompted to select a new password.

Can I change my Password at any time?

Yes, passwords may be changed at any time. Although you are not required to change your web password regularly, we strongly recommend changing your password every 90 days.

To change your password, select ‘Account Info’ from the left-side menu and click on ‘Change Password’.

What if I receive a new credit card, do I have to register again?

As long as your new credit card number is the same, it is automatically linked to your existing user name, so no additional registration is required. To log in to the site, simply enter your username and password as normal.

If your new credit card number is different, you will have to register your new card number and agree to the website Terms and Conditions. You will need to create a new password to access the site. Once you submit a new password to sign in to your account, the ‘Account Summary’ screen will display all of your current information for the new card, as well as your account history and your previous months’ statements.

What if I receive an error message while logging in?

Your account information may be incorrect. Please click on the ‘Forgot User Name’ and/or ‘Forgot Password’ link located under the ‘Sign In’ box and follow the instructions to change your user name and/or password. Alternatively, you can call 1-855-731-3308.

What if I receive the following error message?

"We are sorry we are unable to validate the information you have provided. Try again or call the number on the back of your card for additional assistance."

Most likely, your card has recently been replaced. You will have to register your new card number and agree to the website Terms and Conditions. You will need to create a new password to access the site. Once you submit a new password to sign in to your account, the ‘ Account Summary’ screen will display all of your current information for the new card, as well as your account history and your previous months’ statements.

What account information can I see online?

Through online banking, you can view your account summary information and your monthly transaction activity for the current and two previous billing cycles. For your convenience, you can also view your transaction activity since your last statement was issued.

Are my balance and transaction activity provided in real time?

Yes, your online profile is updated in real time as transactions are posted to your account. You can also view authorizations in real time. It’s important to note pre-authorized transactions at some merchants, for example, hotels, will not be processed until you have authorized the merchant to post the transaction or finalize the sale.

Payments

How can I pay my credit card bill?

• At a financial institution:You can pay at most financial institutions across Canada.
• By mail: If you are paying by mail, please send your payment, along with your remittance slip, to:
  ATB Financial MasterCard
  P.O. Box 21063
  Calgary, AB T2P 4H5
  
  
Please allow 5-10 business days to process your payment. If you do not have your remittance slip, please write your credit card number on the back of the cheque prior to mailing.


• Online: You can register your credit card for online bill payments at most financial institutions across Canada.



About My Account

Who do I contact if I have a question regarding a transaction?

If you have questions about charges to your account, transactions on your account, or any other account information displayed on the site, please call 1-855-731-3308.

What if I want to dispute a charge on my statement?

If you have a problem with the quality of the goods or services that you have purchased with your credit card and you have made your best effort to correct the problem with the merchant, call us at 1-855-731-3308, so we can assist in the resolution of your dispute.

What if my credit card is lost or stolen?

If you have a missing credit card, please report it immediately by calling us at 1-855-731-3304 in Canada and the United States. If overseas, please call collect at 001-403-541-4349.

What if there are unauthorized charges on my lost or stolen credit card?

If you suspect your credit card has been lost or stolen, please call us right away at 1-855-731-3304.

Under our zero liability commitment, the Primary Cardholder(s) will not be liable for Purchases charged to your Card Account incurred as a result of unauthorized use of your Card or Card Account, provided the following conditions are satisfied:

• you have exercised reasonable care to safeguard your Card against loss, theft or other unauthorized use;
• you have exercised reasonable care to safeguard your PIN and Password as required by this Agreement;
• you have not voluntarily disclosed your PIN or Password or otherwise contributed to the unauthorized use of your Card or Card Account;
• you have not reported more than one unauthorized use of your Card in the past 12 months; and
• Your Card Account is in good standing.

How can I get a copy of a previous statement?

Statement copies can be requested by calling us at 1-855-731-3308. Charges may apply for this service.




Security

What security measures does this site use?

We use advanced encryption techniques, including Secure Socket Layer technology, to protect the information you provide to us over the Internet. You can tell that the session is secure when you see a locked padlock icon displayed at the bottom of most browser windows. In addition, before displaying any transaction activity information online, we verify the identity of the cardholder, using the sign in or enrollment information.

We will never send an email that asks you to provide, confirm or verify personal, login, or account information. Also, we will never include a link to an online service that asks you to sign in using that link. If you encounter a suspicious-looking unsolicited email that appears to be from us, do not reply or click on the link. Instead, contact us immediately at 1-855-731-3308.

Is it safe to give my credit card number when ordering something over the Internet?

Yes, it can be safe. But you need to make sure you are in a secure environment first. Look for the "secure transaction" symbol on your screen before entering your credit card number–it will look like a key or padlock somewhere on the very bottom of your browser window. If you don’t see this symbol, don't enter your Personal Information. You should also verify the validity of the digital certificate to make sure it was issued from a trusted certificate authority like Verisign. Simply double-click on the padlock icon to view the certificate’s details.




Online Alerts

How much does it cost to use this service?

If you elect to receive SMS Member Alerts, standard text message and data rates assessed by your mobile carrier may apply. Please check with your mobile carrier to ensure that you have ‘text messaging’ on your mobile phone plan.

How long should it take to receive a text message (SMS)?

Typically, responses arrive within a minute, but timing may vary.

I enrolled in the service on-line and never received a text message to complete my registration?

Your mobile phone may be blocked from receiving third-party text messages. Check with your carrier and ask them to remove the block from your phone.

What if I do not have text messaging?

Text messaging is required for this service. If your mobile phone is able to send and receive text messages, but you do not subscribe to this service, you will need to contact your mobile phone provider to add a text messaging feature to your phone plan.

If I am traveling outside of Canada, can I receive text message alerts?

Messages can be sent outside of Canada but your mobile carrier may apply international rates. Please check with your mobile carrier for international text messages and data rates.

Are the text commands case-sensitive?

No. Commands can be sent as upper-case, lower-case or a mixture of both.

Why do I receive multiple messages with Pg1/2, Pg2/2?

Text messages are unique in that they can only hold 160 characters. Some commands require multiple messages to return all of the necessary information.

Is this service safe and secure?

Yes. Our first priority is to protect your personal information. We never ask for your account number, personal identification or other personal information. If you ever receive a text message asking for your account numbers or other personal information, please do not respond.

How do I unsubscribe?

To unsubscribe for SMS Alerts: text STOP to 578-91. You will receive an opt-out confirmation.

What message do I receive after replying ‘YES’ to confirm successful text enrollment?

Text COMMANDS for a list of available commands. To cancel, reply STOP; for additional information, reply HELP.