FAQ

Online banking FAQ

  1. What sort of computer do I need to use online banking?
  2. If I use online banking, will I still receive my account statement?
  3. How much does online banking cost?
  4. What if I need help using online banking?
  5. What if I forgot my PAC or do not have one?
  6. I'm concerned about security on the internet. How do I know my account information is safe?
  7. Can I download my statement into personal financial management software?
  8. I paid my bill online yesterday, why hasn't the company received my payment?
  9. When I tried to access online banking, I got an error message telling me that my browser does not support 128-bit encryption. What does this mean?
  10. I downloaded 128-bit encryption from the link you provided and I still received the error.

1. What sort of computer do I need to use online banking?

You need a computer with access to the internet and the last 10 digits on your Vancity MEMBER CARD® debit card. You also need a personal access code, which your branch can provide to you. We recommend a web browser with 128-bit encryption as a minimum system requirement.

2. If I use online banking, will I still receive my account statement?

Yes. Your All-In-One Statement will still be sent to you. With online banking you can also print your statement at any time.

3. How much does online banking cost?

There is no charge for Online Vancity account balance enquiries, bill payments, transfers to, from or between Vancity accounts. See our Personal Service Charge Bulletin for further fee details.

4. What if I need help using online banking?

Simply click the Help on the online banking main menu page. If you need to speak to a Vancity representative, please call our Member Services Centre at 604.877.7000, or toll-free at 1.888.826.2489. We’re available 7 days a week from 8am to 8pm Monday to Saturday and 10am to 5:30pm on Sundays.

5. What if I forgot my PAC or do not have one?

If you have forgotten your Personal Access Code (PAC) or do not have one, please visit your nearest branch. If you do not know where to find the nearest branch, refer to Find Branch/ATM.

6. I’m concerned about security on the internet. How do I know my account information is safe?

We provide the best security currently available to assure your privacy and confidentiality. Any personal or transactional information transmitted between us is secure. We receive your transactions and communications without alteration. To learn more, please visit our security section.

7. Can I download my statement into personal financial management software?

Yes. You can download your statements from online banking into Quicken or Microsoft Money.

To download your statement:

  1. Login to your account
  2. Select "Account Activity"
  3. Choose the account
  4. Select the Start and End statement dates and the download type you require
  5. Select "Submit"

Note: In Quicken, if you're prompted for a Financial Institution, please use "British Columbia Credit Unions".

You can learn more about your software’s specific instructions at the Quicken website or Microsoft Money website.

8. I paid my bill online yesterday, why hasn't the company received my payment?

It depends on the company. Sometimes bill payments made online may take 2 to 3 business days to be processed, others are credited sooner. The differences are due to a number of factors, including the time of day you make the transaction and the company's accounting processes.

We suggest that you make your electronic bill payments a couple of days ahead of the due date to ensure they are processed by the time they are due.

9. When I tried to access online banking, I got an error message telling me that my browser does not support 128-bit encryption. What does this mean?

Two levels of encryption are widely used by web browsers: 40-bit and 128-bit. To use online banking you must have a browser that supports 128-bit encryption. This is the highest level of security available. It provides you with the best protection when sending us confidential information over the internet.

You can download the latest 128-bit browser upgrades for Microsoft Internet Explorer and Netscape Navigator are available. They are free.

10. I downloaded 128-bit encryption from the link you provided and I still receive the error.

If you are using Windows 2000 or Windows XP, you first need to upgrade your operating system with a service pack patch from Microsoft.