Maximum 35 alphanumeric characters (A to Z, a to z, 0 to 9, and special characters) and your username cannot be your PAN (16-digit debit card number).

• at least 10 characters minimum and up to 35 characters maximum
• at least one upper case letter
• at least one lower case letter
• at least one number
• special characters are optional

No, once you’ve chosen a username, you won’t be able to change it.

In online banking go to My ACU, under Settings, click Password and follow the instructions.

In the mobile app, navigate to the menu “≡”, select Settings then tap Password and follow the instructions.

You must have a valid mobile phone number or email address on file to complete this action.

Click the Forgot username or password? link located on the online banking or mobile banking app sign in page and follow the instructions.

You must have a valid mobile phone number on file to complete this action.

Please contact us to reset your password.

Both fingerprint and facial recognition will be available on the new mobile platform, if your mobile device supports it.

Enabling Touch ID for mobile banking will grant access and full mobile banking functionality to any person whose fingerprints are saved on your device. We strongly recommend against enabling Touch ID if anyone else has or might gain access to your device and its security password.

Yes, you always have the option to sign in with your username or 16-digit debit card number and password. Just tap “Cancel” when the app asks for your fingerprint.

One-time security codes provide an additional layer of protection that safeguards sensitive information and certain online banking activities. It’s a numeric security code (up to 7 digits) that you will receive via text message to your mobile phone or to your  email address when you perform certain activities.  The code is time sensitive and valid only for a limited amount of time. Here are some examples of when one-time passcodes are used:

• Register for online banking
• First time you sign in to online banking
• Add a new bill vendor
• Update contact information
• Change or reset your password
• Transfer funds to other members
• Add an Interac e-Transfer® recipient

First, check your spam or junk folder. If you don’t find it there, click resend the code on your confirmation screen to try it again.

If you have a mobile phone number on file with us the verification code will automatically send the code to your mobile phone number. If you choose to have the code sent to your email address, you will receive a second code. The second code sent is the one that you should use.

Registering for alerts is quick and easy because you can simply select your mobile phone number or email address to receive your alerts. 

Did you know?

You can subscribe for secure message alerts using these same steps?

You can create favourite transactions to make repeat transfers to the people you regularly send money to. To do this, simply click the favourites icon after completing a transaction.

You can delete, rename or add a photo to your favourite transactions.

In online banking, select Accounts, under Accounts click Favourite transactions. You can also click the heart icon located at the top right corner on your main online banking page.

In mobile banking, navigate to your menu “≡”, select Accounts  and tap Favourite transactions. You can also view your favourites on your main mobile app page after you’ve signed in.

Yes. This is already available through online banking but now you’ll be able to do it through our mobile banking app as well.

Bill payments made after 10:20 pm will be processed with the following day’s date. The payments will be processed by 10:20 pm the following day. You can view and/or delete your bill payments in your list of Scheduled Payments until the time payments are processed.

Please note that vendor settlement times vary. To ensure your bill payments are received before the due date, submit your bill payment at least three (3) business days prior to the due date.

Setting up a transfer to another ACU member is easy. All you is the other member’s 12-digit account number and either your valid email address or mobile phone number on file to process the transfer.

Tip: Make your member-to-member transfer a favourite transaction. This way you won’t need to remember their 12-digit account number every time you want to transfer money to them.

Recipients are notified by email or text message that they have received a payment within approximately 30 minutes from when the transfer was initiated.

Follow the steps below to resend an Interac e-Transfer notification:

1. Sign in to ACU’s digital banking
2. If you’re using online banking click Transfers & payments, under Interac e-Transfer select History. If you’re using the mobile banking app, navigate to your menu “=”, select Interac e-Transfers and tap History
3. Click on the Pending transactions tab, choose the transfer you want to resend a notification for and click the Re-notify button or bell icon 
4. You will receive a pop up “Did you want to re-notify the recipient of the requested transfer?” click Re-notify

Contact the sender and ask them for the answer. You can also have them resend the Interac e-Transfer with an answer you both know.

This is not a scam. If you use email notifications to receive Interac e-Transfers, your Interac Autodeposit registration will expire after 365 days of inactivity – meaning you haven’t received an Interac e-Transfer within 365 days. 

If you use your mobile device to accept Interac e-Transfers, your Interac Autodeposit registration will expire after 90 days of inactivity. This is because mobile numbers can be reused or are transferred to new users more frequently than email addresses.

You can view your eStatements for the past seven years.

Simply sign in to online or mobile banking and change your settings.

1. Sign in to ACU’s digital banking
2. If you’re using online banking click My ACU, under Settings, click Statement preferences. If you’re using the mobile banking app, navigate to your menu “=”, select Settings and tap Statement preferences

In each statement account section, you will see a button ("v" icon), followed by an "Account details" label. When you click on that button, a subsection will expand, displaying all the accounts that are merged with that primary account. We call that the statement account.

In the Paper Statement column, you can click the toggle button to turn paper statements "OFF" or "ON". If the toggle is in the "OFF" position, it will have no colour, meaning it is disabled and you will not receive paper statements. If the toggle is "ON", you will see that it is green, meaning that you will receive a paper statement.

Digital banking displays all accounts you have signing authority on. You can change the way your accounts display so that you see only the accounts you want to see.

In online banking, select Accounts, under Accounts click Customize accounts. In the “Visible” column, you can click the toggle button to make accounts visible or not. If the toggle is in the "OFF" position, it will have no colour, meaning it is disabled and that account won’t be visible. If the toggle is "ON", you will see that it is green, meaning that account is visible. Select which accounts you want to be able to see, then click Save.

Yes, you can download your account activity to the following software programs:

• CSV*
• PDF (PDF is the only program available with the mobile banking app)
• Microsoft Money (OFX)
• Quicken (QFX)
• Sage 50 (OFX)
• Xero (OFX)

The appropriate software must be loaded in your personal computer to access the downloaded content. Please refer to the Help section in those programs for assistance. You can also refer to the program support website for further information and assistance.

*CSV files are for spreadsheet programs.

Yes. All loan payments processed through digital banking are applied as a principal payment only.

Although we do understand the impact that printed statements have on our planet, we also recognize there may be instances when printing your banking history may be necessary. Here’s how:

In online banking, go to Accounts and then View Transactions. Scroll to the bottom of the page and click the print button at the bottom of the screen. You can also save a PDF of the transactions for future reference.

In mobile banking, navigate to the menu “≡”, select Accounts and then View Transactions. At the bottom of the screen, click Share. You then have the option to save to a PDF and print it from there.

Did you know?

You can use the filter option to narrow down the transactions you would like to print? Try it out!

Please print responsibly.

Yes, by clicking on the 'Filter' (magnifying glass) icon at the top right of the View Transactions screen, you can select the dates (select the calendar icon in the ‘From’ and ‘To’ section and a calendar will come up where you can choose the specific date range) that you would like to view your transactions.

Did you know?

You can also narrow down which transactions you can see by clicking the down arrow next to ‘Show’.

Yes, you will need to re-create access for any of your existing delegates on the new online banking system before they can sign in. As was the case before, you can only set up delegates from a computer, not the mobile app.

The consolidation feature works a little bit differently with the new system and you won’t be able to view your consolidated memberships until you have completed a few steps. You will have to start by completing your initial sign in for each membership separately. Once you have completed the onboarding process for all your memberships, you can then consolidate them as required. Once you have completed this step, you will be able to sign in once, and switch between any of your consolidated profiles as needed.

To consolidate a profile the member must be a signer on the business account. Delegates will have to sign in to each business membership.

• when you sign up for telephone banking, you're provided with a Telephone Access Code (TAC) number; this is different from your Personal Identification Number (PIN) which you use when accessing an ATM or making an Interac purchase
• you’ll need your TAC each time you use telephone banking
• your TAC number is a security code that keeps your account safe, so write down your TAC and keep it in a safe place, or memorize it 
• never give your TAC to anyone else
• when you receive your TAC, sign in and change it to a new number
• if you ever forget your TAC, contact the Member Communication Centre; we'll ask you some questions to establish your identity and then set up a new TAC for you