NEW Digital Banking Help + FAQs

Getting Started with Digital Banking

Small Business Digital Banking

NEW Online Banking Functionality

Using the NEW Banking App

Interac e-Transfers

Information on Making Payments

Personalizing Your Account

Account Security

Other FAQs

Digital Banking FAQs

How do I get started with digital banking?

We are excited you are taking this step! First, you will need to create a profile.

  1. Go to the login screen and enter your Member Card® debit card number (or your virtual card number assigned by TCU Financial Group) and click ‘Continue.’
  2. Enter your date of birth and the mobile phone number of email address associated with your account. Click ‘Continue.’
  3. A popup window will display asking for the code you received by text message or email. Enter the code and click ‘Continue.’
  4. Enter a new username (username cannot be your debit card number). Be sure you choose something memorable, appropriate to you, tough for others to guess, and is something different than your debit card number as this cannot be changed.
  5. Enter a new password (following the password rules provided).
  6. Re-enter password for verification.
  7. Read and acknowledge the direct service agreement and click ‘Continue.
  8. Confirm details and click 'Create user profile'.
  9. User profile is successfully created. Click 'Proceed to sign in'.
  10. You will be redirected to the login screen. Enter your new username and password.

Once you create your username, you’ll not be able to change it. It is good to know that you’ll want to choose a username you love, that is unique to you, tough for others to guess, and is something different than your debit card number.

If you forget your username, you may be able to use your debit card number as an alternative login method. You also can contact us and we can assist with recovering your username.

If you get the error “Identification details entered do not match our records” while setting up your digital banking profile, you will need to update the contact information we have on file for you. You can do so by calling our MemberLine at 1-877-828-4343.

If you do not receive your secure code by email or text message within 10 minutes, please check your Junk mail/Spam or other folders. Alternatively, you can try again either with your email or phone number.

If you do not receive a code using either method, you may need to update your contact information with us. We would be happy to help. You can do so by calling our MemberLine at 1-877-828-4343 or use our contact us form. For after-hours assistance, please call 1-866-957-1302.

If you do not receive a code using either method, we will need to update the contact information we have on file for you. You can email us at tcu@tcu.sk.ca and we will get back to you to let you know when you will be able to access the digital banking platform. Or if you require immediate assistance, please call 1-877-828-4343.

No, the good news is now you can log in with your personal username that you’ll be asked to create while accessing our new digital banking platform for the first time instead of having to remember a 17- or 19-digit card number.

TCU Financial Group’s digital banking now gives you the option to recover your username without having to call our MemberLine.

For online/mobile banking:

  1. Open online banking link
  2. Click ‘Forgot username or password?’ link
  3. Click ‘Recover username’
  4. Select the identification method
  5. Enter either mobile phone or email address
  6. Click ‘Continue’
  7. Enter the one-time passcode that was sent by text or email
  8. Select the username. For security purposes a portion of the username is masked
  9. Enter your password
  10. Click ‘Continue’
  11. A message containing your username is sent to you email or mobile phone, whichever you chose above
  12. Click ‘Continue to login’ to sign onto Digital Banking

For the TCU Financial Group app

  1. Open app
  2. Touch ‘Sign in’
  3. Tap ‘Sign in with a different user’ (if you have previously used the app to sign in), otherwise proceed to step 4
  4. Touch ‘Forgot username?’
  5. Select the identification method
  6. Enter either mobile phone or email address
  7. Touch ‘Confirm’
  8. Enter one time passcode sent to your email or mobile phone > Tap ‘Confirm’
  9. Touch ‘Continue’
  10. Select the username. For security purposes a portion of the username is masked
  11. Enter your password
  12. Tap ‘Continue’
  13. A message containing your username is sent to you email or mobile phone, whichever you chose above
  14. Touch ‘Continue to login’ to sign onto the app

If you forgot your password, you can reset it yourself without having to call our MemberLine!

Simply click the ‘Forgotten password?’ link on the login page and follow the instructions. You will need your username and the email address or cellphone number you have on file with TCU Financial Group.

View the interactive demo: Reset Password

To access digital banking, you need an email address or cellphone number to be able to receive the secure code to initiate log in. If you need assistance in setting up an email account, please visit the email providers’ website for assistance (such as SaskTel, Outlook, Gmail, Yahoo, etc.).

Click here to learn more. You can access the TCU Financial Group Credit Union mobile app by searching for "TCU Financial Group CU Mobile App" in the App Store or "TCU Financial Group CU Mobile App" in the Google Play Store.

  • Android and iPhone users: Please delete your previous TCU Financial Group CU Mobile Banking app on your Android smartphone before you install the new app.

Alternately, you can access the apps by selecting the appropriate quick link on the footer of the website.

We recommend using the most recent version of one of the following supported browsers:

  • Google Chrome
  • Apple Safari
  • Mozilla Firefox
  • Microsoft Edge

Small Business Digital Banking FAQs

How does small business differ from personal digital banking?

Small business digital banking offers the same features as personal digital banking, with the addition of some powerful features to help you save time and money. Within small business digital banking, you can:

  • Manage your delegates:
    • Create and set up delegates as Initiator or Read-only. Provides delegates with their own login ID and password so they can log in separately. For example, you can select view-only status for your accountant and initiator status for an employee who pays your bills.
    • Add/modify delegate(s) securely and easily within your small business online banking. You can manage this aspect yourself, where you can add, edit or delete delegates (if needs change). You can also temporarily disable delegates' access (when employees are on holidays or on leave). Other signers on the business can also delete your delegates, if required.
    • Unlock your delegates if their account is locked through entering the wrong login information three times. You can also change the delegate's password (PAC).
  • Consolidate accounts so you can see personal and business accounts with just one login.
  • Set up dual signers on business accounts that require two people to approve transactions. (You can have as many signers as the organization requires, but you only need 2 to sign for dual signature).
  • Manage your accounts anytime; anywhere through mobile access with our Banking App and Mobile Web Banking (this option is only available for signers. Delegates can only access small business digital banking through the full website).
  • Create a similar transaction (based on previous transactions) to reduce the amount of steps to make the same transaction.
  • Manage your Small Business Alerts. Stay informed when you need to approve transactions or if you have transactions that are about to expire. You can view small business alerts by email or text message anywhere, anytime. (Text messaging rates may apply.) Set up is needed before alerts will be received.

As a signer on the business, we need to authenticate you as an individual. It’s important that your personal information (date of birth, email address and cellphone number) in your file is up to date so we can validate who you are.

You can update your personal information by calling us at 1-877-828-4343.

Delegates are people such as an accountant, bookkeeper or employees who can be granted limited access to small business digital banking. Delegates can be created by any one of the authorized signers that have small business digital banking access.

Delegates will have their own login (starts with a 'D') and their own password (PAC). Delegates will be able to see the accounts and associated transactions related to the Login ID the business signer sets up for them.

Delegates can be set up with:

  • Initiator access. Allows delegates to create transactions for the authorized signer(s) to approve without making the delegate an actual signer on the account(s). Delegate can initiate transactions like a bill payment, transfer, or INTERAC e-Transfer. The Initiator delegate can also create a similar transaction from previous transactions or recall a transaction (prior to approval). Initiated transactions require approval by the signer(s) in order to complete the transaction.
  • Read-only access. Allows delegates to view account information, but does not allow them to perform any transactions on the account.
  • Login to digital banking via desktop or tablet (can’t be done on the app just yet)
  • Select ‘Business services’
  • Click ‘Delegate management’
  • Click ‘Add delegate’
  • Enter delegate username (5-35 alphanumeric characters)
  • Enter the name of the delegate
  • Click the radio button to select the access level - initiator or read-only
  • Click the radio button to select how the password will be received (email or mobile number)
  • Enter the email
  • Enter the mobile phone
  • Type in any notes that apply to the delegate
  • Accept express consent
  • Click ‘Continue’
  • Review details and click ‘Continue’
  • An authentication code will then be sent to you by email or text message and simply enter the received code into enter code field and click ‘Continue’
  • Delegate added successfully
  • The delegate will now receive their temporary password via email or text

Notes on Delegates:

  • There is no maximum number of delegates that can be set up
  • Once the username is selected it cannot be changed
  • The username will need to be communicated to the delegate separately
  • Any account signer can add, view, or edit a delegate.
  • TCU Financial Group does not have access to your delegates so we are unable to add, edit, delete, lock or reset their password on your behalf.

You may also be interested in:

There are a few simple and easy steps to get your delegates up and running on Small Business Online Banking:

  1. Log in to digital banking via desktop.
  2. Select 'Business services'
  3. Select the 'Add/Modify Delegates' option.
  4. Select the 'Add Delegate' link. The delegate's member number (begins with a capital 'D') is automatically generated and cannot be changed. This is the number your delegate will use to login to Small Business Online Banking.
  5. Enter a temporary password (PAC) for your delegate (it must be 5 to 8 digits and should not begin with a 'zero').
  6. Enter the delegate's first and last name.
  7. Choose if the delegate has Initiator or Read-only status.
  8. Send the delegate their Login ID number and PAC through a secure way (we recommend telling them in person or giving them a call).
  9. Select the Login ID number to share with the delegate.
  10. Your delegate will be prompted to change his/her temporary password when logging in for the first time.
    • The new password is recommended to be 8-30 characters, containing at least:
      • one (1) upper case letter (capital letter)
      • one (1) lower case letter (small letter)
      • one (1) number

Compliance with CRA’s payroll regulations, especially around tax and other deductions, vacation pay, etc. can be time consuming for business owners. CAFT makes the process seamless, allowing you to put your focus on building your business and helping your team while still meeting government requirements.

You can use CAFT to:

  • move money electronically between Canadian financial institution
  • make direct deposit payments for payroll
  • pay your payables and collect your receivables
Contact us to get started or if you have additional questions.

You may be interested in:

PaySimply for online CRA business tax payments. Click here to access our How-To Guide.

CAFT (Customer Automated Funds Transfer) for business. Contact us for more information.

Make a CRA business tax payment through pre-authorized debit on Canada.ca. Visit the page to find out more.

Recurring and scheduled payments cannot be setup for CRA Bill Payments. The CRA only allows immediate one-time bill payments. If you have completed a recurring or scheduled CRA payment, please go to view scheduled payments, delete the payment and set up a new immediate bill payment.

You can download your transactions into the format needed for Quickbooks and Quicken by scrolling to the bottom of your account and selecting the 'Export' button. These documents can then be uploaded into Quickbooks or Quicken.

Digital banking has a character limit when it comes to the business name and your business name may be outside the limits. This will not impact any of the information sent with bill payments or what is stored in our banking system.

Yes, your business’ delegates did not carry over to TCU Financial Group’s new digital banking. You will be required to re-create access for any of your existing delegates before they can sign in. When you process your delegate set up, it will need to be completed via desktop as this feature is not available to do on the mobile app.

 You may also be interested in:

Transactions that another signer or a delegate has initiated and require your approval can be viewed under 'Pending transactions'.

  1. Login to digital banking
  2. Select ‘Business services’
  3. Click ‘Pending transactions’ to view transactions that require approval (created by another signer or a delegate)
  4. Select to approve or decline the transaction
  5. Some transactions may require you to enter a one-time passcode as a security feature. If this is the case, an authentication code will then be sent to you by email or text message and simply enter the received code into enter code field and click ‘Continue’.
Pending transactions expire after 7 days.

Profile consolidation allows you, as a small business member, to add your personal account. This enables you to switch back and forth between your business and personal account.

To set up profile consolidation:

  • Login to digital banking (profile consolidation set up is not available on the app)
  • Select ‘Business services’
  • Click ‘Profile consolidation’
  • Click ‘Add profile’
  • Enter personal profile username
  • Enter personal profile password
  • Click ‘Continue’
  • Review details and click ‘Continue’
  • Personal profile is successfully added

You may also be interested in:

NEW Online Banking Functionality FAQs

How do I find my account number?

Your account number can be located:

  • On your statements
  • Within your digital banking
  • On the bottom of your cheques
  • On the bottom of the void cheque display (see "How can I print an electronic copy of a void cheque" below)

If you have misplaced or forgotten your account number, please contact us 1-877-828-4343 or stop in at any of our locations to obtain your full account number. For security purposes we will not include any account numbers via email.

  1. Log into your Digital Banking account.
  2. Click on ‘Accounts.’
  3. Click ‘View eStatements.’
  4. Select the account that you would like to view.
  5. Select the year and then the month of the statement you wish to look at.

eStatements are available to view on desktop and on mobile apps.

For transactions after March 18, 2022, transaction history can be viewed under Accounts > View Transactions in online banking. For transaction history up to March 18, 2022, these can be viewed on your past e-Statements which can be found under Accounts > View eStatements.
Starting with the April, 2022, statements (available by April 20, 2022) and all statements issued thereafter, joint account statements will be available for both primary and joint account holders to view. Statements prior to and including March 18, 2022, (going back to a maximum of 7 years) are currently available for the primary account holder to view through the Accounts tab in online banking, where they can be downloaded for sharing offline, if required.

On desktop/tablet:

  1. At the login page, click ‘Forgotten password.’
  2. Select 'Click here to recover your access.’
  3. Enter your email address or phone number and click ‘Continue.’
  4. Enter the code that was sent to your email inbox or mobile phone via text message.
  5. Enter your new password and confirm the new password. Click ‘Continue.’
  6. You will be returned to the login page.
  7. Login with your username and new password

 You may also be interested in these interactive demos:

Steps:

  1. Login to digital banking on desktop/tablet or the app.
  2. Navigate My TCU Financial Group > Alerts or Menu > Alerts on app
  3. Click/tap 'Security' or 'Account'.
  4. Select the notification types.
  5. Toggle on/off the types of notifications to receive (text message, email, push notifications.
  6. Click/tap 'Save'.

You can choose to receive alerts using all, a combination of or one notification type (text, email and/or push notification). However, there are 3 mandatory security alerts that are received by email and cannot be turned off. 

Account alerts are unique to each account – different alerts can be set up on different accounts. Only one balance frequency notification can be selected (daily, weekly or monthly) per account.

You may be interested in:

  • Select ‘Transfers & Payments’ (on the app tap the menu icon and then ‘Transfers’)
  • Go to ‘Transfers’ and then ‘Transfer Funds’
  • Select the transfer to account from the dropdown or select another TCU Financial Group member and enter the account number
  • Enter the amount
  • Enter a memo (optional)
  • Select ‘Continue’
  • Review the details and select ‘Continue’
  • Click the favourites icon (heart with plus [+] symbol)
  • Enter the favourite name
  • Select add to favourites

To add another favourite transaction, follow the above steps using whatever transaction is desired i.e.: recurring bill payment, e-Transfer.

 You might also be interested in:

  1. Login to Digital banking
  2. Select ‘Accounts’ from the navigation menu
  3. Select favourite transactions
  4. Click on the use icon
  5. Verify the details and make any changes
  6. Click ‘Continue’

This can be viewed on desktop, tablet or on the iPhone or Android apps

  • Log into your digital banking account
  • Click on ‘Accounts.’
  • Click ‘Download Void Cheque.’
  • Select the account that you would like to download a void cheque for.
  • Click on ‘Export’ to download a PDF copy of your void cheque

You will find your access to digital banking has changed to online.tcufinancialgroup.com. There is no action or impact to you, unless you have set a bookmark for digital banking, in which case you will need to set a new one.

Messages sent through Digital Banking can be moved to the deleted folder.

To delete a message:

  1. Login to Digital Banking.
  2. Click the mail icon to open messages.
  3. Find the message (you may need to expand your dates using the magnifying glass icon).
  4. Click on the archive icon to the right of the message.
  5. Message is successfully archived.

To view a deleted message:

  1. Login to Digital Banking.
  2. Click on the mail icon to open messages.
  3. Click on the archived icon.
  4. Click on the message to open and view the message.

You can archive message using the TCU Financial Group CU Mobile app as well. Just tap the envelop icon to access the messages screen.

For new members, we have a few different options for you:

  • Use our contact us online form to get started
  • Stop by your nearest branch
  • Call 1-877-828-4343 and someone from our MemberLine will be happy to help you.

For existing members:

  1. Sign in to Digital Banking via desktop or mobile app.
  2. Choose Accounts and select ‘Open account.’
  3. Determine type of account you are looking for and select ‘Check the accounts.’
  4. Choose the account package that meets your needs and select ‘Open Account.’
  5. Make an initial deposit (optional), select your intended use and click ‘Continue.’

To order cheques, we encourage you to call the MemberLine at 1-877-828-4343 or stop by your nearest branch and TCU Financial Group’s team will be happy to assist.

 If you would like to explore other payment options, you may be interested in:

The Void Cheque feature (located in Accounts in online banking, and in Activity in the mobile app) allows users to download and print a void cheque from the mobile app or on the online banking website, making it simple to set up pre-authorized debit transactions and direct deposits.

 

Using the New Online Banking App

How do I deposit a cheque with my phone?

With Mobile Deposit, you can deposit your cheque into your Chequing or Savings account without needing to visit a branch or ATM.
You can deposit your cheques anytime of the day or night and from anywhere. It's quick, easy and secure...just follow these simple steps:

  1. Open the app on your iPhone or Android smartphone.
  2. Open the menu options in the top left corner.
  3. Select ‘Mobile Deposit.’
  4. Select the account you want to deposit the cheque to
  5. Enter the amount of the cheque.
  6. Take a photo of the front and back of the cheque and click ‘Continue.’

You may also be interested in:

Yes. You can set up shortcuts through the widget function on your mobile device by navigating to the menu (three-line stack icon), choosing ‘Settings’ and tapping on ‘Widgets.’ There you will be able to add up to three accounts you would like to view. If you’re sharing this device, we recommend you turn off this option.

You can also add some of your favourite transactions as shortcuts in the widget, giving you an even quicker way to do your banking.

Setting up biometrics is easily done in a few simple steps.

  1. Open the app and login
  2. Open menu icon
  3. Tap Settings > Biometric authentication
  4. Tap on preferred biometric type
  5. Tap Activation button at the bottom
  6. Accept terms
  7. Success message is displayed and preferred biometrics are now active
  8. You can deactivate your biometrics by following the same steps as above.

Please note:

  • If you uninstall the TCU Financial Group CU mobile app, you will need to active your biometrics again once the app has been reinstalled.
  • Biometric access only works on the account on which you have activated it. If you are logging in as a different user, you will need to cancel the biometric login and enter the password instead.

Yes, you always have the option to sign in with your username and password. Just tap ‘Cancel’ when the app asks for your fingerprint.

Unsuccessful attempts with facial or thumbprint recognition, or entering your password incorrectly can cause a lockout on your account.

You can also select the ‘Forgotten Password’ link to reset your login, which will unlock your account and reset your password. You can also call us on 1-877-828-4343 for assistance.

View the interactive demo: 

TCU Financial Group’s digital banking now gives you the option to recover your username without having to call our MemberLine.

For online/mobile banking:

  1. Open online banking link
  2. Click ‘Forgot username or password?’ link
  3. Click ‘Recover username’
  4. Select the identification method
  5. Enter either mobile phone or email address
  6. Click ‘Continue’
  7. Enter the one-time passcode that was sent by text or email
  8. Select the username. For security purposes a portion of the username is masked
  9. Enter your password
  10. Click ‘Continue’
  11. A message containing your username is sent to you email or mobile phone, whichever you chose above
  12. Click ‘Continue to login’ to sign onto Digital Banking

For the TCU Financial Group app

  1. Open app
  2. Touch ‘Sign in’
  3. Tap ‘Sign in with a different user’ (if you have previously used the app to sign in), otherwise proceed to step 4
  4. Touch ‘Forgot username?’
  5. Select the identification method
  6. Enter either mobile phone or email address
  7. Touch ‘Confirm’
  8. Enter one time passcode sent to your email or mobile phone > Tap ‘Confirm’
  9. Touch ‘Continue’
  10. Select the username. For security purposes a portion of the username is masked
  11. Enter your password
  12. Tap ‘Continue’
  13. A message containing your username is sent to you email or mobile phone, whichever you chose above
  14. Touch ‘Continue to login’ to sign onto the app

If you forgot your password, you can reset it yourself without having to call our MemberLine!

Simply click the ‘Forgotten password?’ link on the login page and follow the instructions. You will need your username and the email address or cellphone number you have on file with TCU Financial Group.

View the interactive demo: Reset Password

To access digital banking, you need an email address or cellphone number to be able to receive the secure code to initiate log in. If you need assistance in setting up an email account, please visit the email providers’ website for assistance (such as SaskTel, Outlook, Gmail, Yahoo, etc.).

Click here to learn more. You can access the TCU Financial Group Credit Union mobile app by searching for "TCU Financial Group CU Mobile App" in the App Store or "TCU Financial Group CU Mobile App" in the Google Play Store.

  • Android and iPhone users: Please delete your previous TCU Financial Group CU Mobile Banking app on your Android smartphone before you install the new app.

Alternately, you can access the apps by selecting the appropriate quick link on the footer of the website.

We recommend using the most recent version of one of the following supported browsers:

  • Google Chrome
  • Apple Safari
  • Mozilla Firefox
  • Microsoft Edge

Interac e-Transfers®

How do I set up an Interac e-Transfer® profile?

If you do not have an Interac e-Transfer® profile created, go to ‘Transfers & Payments’ (on app tap the menu icon then select Transfers) and select ‘Interac e-Transfer.’
  • Click ‘Profile settings.’
  • You will be asked to confirm your information – name, email, mobile phone.
  • Click ‘Continue.’
  • Verify your details and click ‘Continue.’
  • Enter the one-time password you received at your mobile devices (text message) or email address.
  • Click ‘Continue.’

First time using our new Digital Banking, you’ll have to set up your e-Transfer profile from scratch.

Sending money by INTERAC e-Transfer® is quick and easy. First, you will need to set up a user profile and a recipient list. Once that is completed, you can now send an INTERAC e-Transfer transaction.

  1.  Go ‘Transfers & Payments’ and click ‘Interac e-Transfer.’
  2. Click ‘Send money.’
  3. Select the account you wish to send from.
  4. Select contact from dropdown menu.
  5. Create a security question that relates the contact will answer.
  6. Enter the amount.
  7. Add optional message.
  8. Click ‘Continue.’
  9. Confirm details.

Desktop / Tablet

  1. Go to ‘Transfers & Payments’ and select ‘Interac e-Transfer.’
  2. Click ‘Manage contacts.’
  3. Click ‘Add contact.’
  4. Enter the name of the person you wish to add.
  5. Enter email address/mobile phone number.
  6. Select language preference – defaulted to English.
  7. Select the notification method using the drop down menu.
  8. Enter the security question and the answer.
  9. Re-enter the answer to the security question.
  10. Click ‘Continue.’
  11. Confirm the details of the contact added
  12. Click ‘Continue.’
  13. Enter the one-time password you received to your mobile phone (text message) or email address.
  14. Click ‘Continue.’

To add from the contacts on the mobile app device:

  1. Go to ‘Transfers & Payments’ (on the app tap the menu icon then select Transfers) and select ‘Interac e-Transfer.’
  2. Tap ‘Manage contacts.’
  3. Tap the plus (+) icon on the top right.
  4. Tap the person+ icon to open up your contact.
  5. Select the contact you want to add to your Interac e-Transfer contacts.
  6. Tap the contact type (mobile phone, email, or both). You will see a green check next to the contact.
  7. Select the 'Continue' button.
  8. Select language preference – defaulted to English.
  9. Select the notification method using the drop down menu.
  10. Enter the security question and the answer.
  11. Re-enter the answer to the security question.
  12. Tap ‘Continue.’
  13. Confirm the details of the contact added.
  14. Tap ‘Continue.’
  15. Enter the one-time password you received to your mobile phone (text message) or email address.
  16. Select ‘Continue.’

The security question verifies the recipient’s identity and protects your funds from being received by the wrong person. The question must be answered correctly in order to complete the deposit process. It is the sender’s responsibility to create a security question and answer known only to the recipient.

Guidelines for the security answer:

  • The answer must be one word.
  • The answer must not contain any blank spaces.
  • The answer is not case sensitive and letters and/or numbers are accepted.
  • The answer cannot contain special characters (i.e., &, $, etc.).
  • The answer should be kept strictly confidential between the sender and recipient.
  • The security question and/or answer must not be included in the optional message attached to the
  • INTERAC e-Transfer transaction.

TCU Financial Group Credit Union members can receive an INTERAC e-Transfer® transaction. Money received by email will be deposited directly into your personal or business TCU Financial Group account.

  1. Click or tap the link in the email or text notification indicating you have received a new INTERAC e-Transfer transaction.
  2. Skip over 'Find your Financial Institution' as this will not populate TCU Financial Group Credit Union.
  3. Select Province as 'Saskatchewan' first, then credit union as 'TCU Financial Group Credit Union.'
  4. Choose the TCU Financial Group Credit Union account into which you wish to deposit the money.
  5. Log in to Digital Banking to deposit the funds.

It is advisable to set up Autodeposit, which is not only convenient but provides more security. See How to set up Autodeposit.

When receiving an INTERAC e-Transfer for the first time in the new Digital Banking platform (launched on March 18, 2022) and if you had received INTERAC e-Transfers previously, you may be presented with the TCU Financial Group name and logo. If this is the case, please follow these steps:

  1. Bypass selecting TCU Financial Group/clicking on the logo
  2. Scroll down to “Select a different financial institution”.
  3. Select TCU Financial Group Credit Union from the list.

The reason for this is due to your device remembering where to go, which is the old platform that is no longer there.

Once you do this for the first time, your device should remember where to go (which is the new digital banking) and you would not have to repeat these steps.

You can cancel an INTERAC e-Transfer® transaction before it has been deposited by the recipient.

An Interac e-Transfer can only be cancelled if the status has changed to ‘Recipient Notified’, then you will have the option to cancel or resend the notice.

  1. Log in to digital banking
  2. Click ‘Transfers & Payments’ (on the app tap the Menu icon, then Transfers) and choose ‘pending INTERAC e-Transfer transactions.’
  3. Find the transfer you wish to cancel and click the ‘cancel’ button
  4. Choose the account in which to deposit the reclaimed funds
  5. Click ‘continue’
  6. Review your information and click ‘confirm’ to cancel the transfer

If you have been notified of an undeliverable INTERAC e-Transfer transaction due to an incorrect e-mail address, you can readdress and resend the transfer.

 Here's how:

  • Edit your recipient information to include the valid email address.
  • Select the Resend Notification from the Pending Transfer screen.
  • Click Confirm.

An email notice will be resent to the recipient's valid email address.

An email and/or SMS text message notifying the recipient of their INTERAC e-Transfer transaction is sent shortly after the sender completes the INTERAC e-Transfer transaction. Once the recipient receives notification, they can complete the deposit process, usually within just a few minutes of the transfer being sent!

NOTE: If your recipient’s Financial Institution does not subscribe to the INTERAC e-Transfer service, they can still deposit their funds using the Acxsys Transfer process. This method of depositing an INTERAC e-Transfer transaction generally takes 3-5 business days, although it may take longer.


If you provided an invalid email address, you will be notified via email that the transfer notification was undeliverable. You can readdress and resend the transfer or cancel the pending transfer and the original amount (less the service charge, if applicable) will be credited back to your account.

If you provided an invalid email address, but did provide a valid mobile phone number, you will not be notified by email that the transfer was undeliverable.

If you have provided an invalid mobile phone number and chose to notify your recipient by mobile phone only, you will not be notified in any way that the text message did not go through.

If you provided an incorrect email address however it was valid (meaning that it went to someone you had not intended), it will be delivered. The funds can only be accepted if the recipient is able to answer your security question. Having a very strong, hard to guess or research answer to your security question is an important step in securing your transfer.

INTERAC e-Transfer® limits are in place to protect you and your financial institution. If you have any questions regarding your limits, you have a couple options to learn more.

  1. Log in to digital banking
  2. Select 'Transfers & Payments' from the navigation menu
  3. Select 'Interac e-Transfer'
  4. Click either Send money’ or Request money to see applicable limits

You can also contact the MemberLine at 1-877-828-4343 or email tcu@tcu.sk.ca

  1. Login to Digital Banking
  2. Select 'Transfers & Payments' from the navigation menu
  3. Select 'Interac e-Transfer'
  4. Click 'Autodeposit settings'
  5. Click 'Add Autodeposit'
  6. Enter email address
  7. Select an account from the dropdown
  8. Check off the acknowledgment
  9. Click 'Continue'
  10. Confirm details
  11. Click 'Continue'
  12. Receive one-time pass code (OTP)
  13. Enter the OTP
  14. Click 'Continue'
  15. Confirmation screen appears that is has been successfully added
  16. Receive notification from Interac to complete registration

Transfers can only be cancelled if they haven't been deposited. To cancel an INTERAC e-Transfer transaction, you need to login to your online banking account and locate the transfer in the INTERAC e-Transfer Pending Transfers or Transfer History list. If the transfer doesn't have a 'cancel' link beside it then the deposit has completed and can no longer be cancelled.

First, notify the person ahead of time you will be sending the request.

Then: 

  1. Log in to digital banking
  2. Hover over ‘Transfers & Payments’ from the navigation menu (if using the TCU Financial Group CU app navigate Menu > INTERAC e-Transfer > Request money)
  3. Find INTERAC e-Transfer and click ‘Request money’
  4. Select a contact
  5. Enter the amount
  6. Enter the invoice number (optional)
  7. Enter the payment due date (optional)
  8. Enter a message (optional)
  9. Select the account to deposit the funds to. Your main/favourite account displays as default
  10. Check that you have obtained consent from your contact
  11. Click ‘Continue’
  12. Confirm the transaction details
  13. Click ‘Confirm’
  14. Enter One Time Passcode (OTP) sent to your phone or email (which ever you choose the OTP to be sent to)
  15. Click ‘continue’
  16. Request money success message is displayed

We are excited to introduce auto reclaim to INTERAC e-Transfer transactions. If a receiver doesn’t deposit funds from an INTERAC e-Transfer, the funds will automatically be deposited back into your account. This can happen when:

  • The receiver declines the INTERAC e-Transfer
  • The receiver exceeds the number of attempts permitted to answer your question
  • The Autodeposit fails.

The recipient will receive email or text reminders of the outstanding transfer 7 days after it has been sent, then again at 14, 21 and 28.

After 30 days, the transfer will expire and the recipient will no longer be able to deposit the funds. At that time the sender will be notified and can cancel the expired transfer to redeposit the funds.

The sender will be notified by email when an INTERAC e-Transfer transaction cannot be completed because:

  • The recipient declined the transfer.
  • The 30-day time period for the recipient to claim the transfer has expired.
  • The email address you entered for your recipient is invalid.
  • The recipient was unable to answer the security question.
  • Once the sender receives this notification, they can follow the links in the message to cancel and re-deposit the funds. Service charges are non-refundable.

There are several error messages which can be generated while using the INTERAC e-Transfer service, which may include the following:

  • Exceeds sending or receiving limits - per transaction, per day, per week (rolling total) or per month (rolling total).
  • The account you are attempting to send from or deposit to is restricted from use with this feature.
  • The communication between online banking and your credit union’s banking system has timed out.
  • The contact information for your recipient or your profile may not be set up correctly.
    • INTERAC e-Transfer contact:
      1. Check the contact details for your recipient.
      2. Ensure the notification method matches the contact type you have entered. For example, if you have the email, ensure the notification method is also email; mobile phone is mobile phone for the notification; and if both then the notification method shows both email and mobile phone.
      3. Try sending the e-Transfer again.

To illustrate, here are steps using email only: When logged into digital banking, navigate to Interac e-Transfer > Manage contacts > Edit contact > delete cell number > change notification method to email only > save changes.

    • INTERAC e-Transfer profile:
      1. Ensure the notification method matches the contact type you have entered. For example, if you have the email, ensure the notification method is also email; mobile phone is mobile phone for the notification; and if both then the notification method shows both email and mobile phone.
      2. Try accepting the e-Transfer again.

To illustrate, here are steps using both: When logged into digital banking, navigate to Interac e-Transfer > Profile settings > ensure email and mobile phone are entered > notification method to email and mobile phone > save changes.

  • For assistance with any of these issues, please contact us at 1-877-828-4343and we would be happy to help you.
When trying to accept and deposit an INTERAC e-Transfer for the first time in the new system, if you select the first TCU Financial Group option that is recommended by INTERAC you may get a 404 error message. This is because INTERAC is recommending an old link that longer exists. To accept an INTERAC e-Transfer for the first time using the system, click on “Select a different financial institution,” navigate to Saskatchewan credit unions, and find TCU Financial Group through that method. After you have successfully accepted an INTERAC e-Transfer, INTERAC will update the link associated with the first TCU Financial Group option so that it can be selected in the future.

Transferring money to another TCU Financial Group member is fast and easy – all you need is their account number. Then:

  1. Log in to digital banking on desktop/tablet or app.
  2. Select ‘Transfers & Payments’ (on app open the menu and then select ‘Transfers’).
  3. Select ‘Transfer funds.’
  4. Select the account you wish to transfer funds from.
  5. Under ‘Transfer to’ select ‘Another TCU Financial Group Member.’
  6. Enter the Member’s Account number (must be obtained from the member you wish to transfer funds to. TCU Financial Group will not provide this information to you.)
  7. Select ‘Continue’
  8. Select ‘Continue’ when asked to confirm.
  9. Select either e-mail or text to receive a one-time pass code.
  10. An authentication code will then be sent to you by email or text message and simply enter the received code into enter code field and click ‘Continue’.

Transfers to other members can also be set up as scheduled and recurring.

Watch this interactive demo for more info.

Wires can be sent within Canada, the USA, and to more than 100 countries around the world in more than 91 different currencies. We encourage you to call the MemberLine (1-877-828-4343) or stop by your nearest branch and TCU Financial Group’s team will be happy to assist.

Information on Making Payments

How do I add a bill payment payee?

Log into Digital banking on desktop/tablet or the app

  1. Go to ‘Transfers & Payments’ (on the app tap the menu icon and then ‘Payments’).
  2. Select ‘Manage Payees.’
  3. Click or tap ‘Add payee.’
  4. In the ‘Search for payee by name’ box, type the first 3 characters of the payee name.
  5. A list of possible payees will be displayed. Select the applicable payee.
  6. Enter the payee account number and click or tap ‘Continue’.
  7. Review your details and confirm by clicking ‘Continue’.
  8. An authentication code will then be sent to you by email or text message and simply enter the received code into enter code field and select ‘Continue’.
  9. You will receive a successful verification message.
  10. Choose ‘Manage Payees’ and verify the added Payee is included in the list.
  1. Open the app and sign in.
  2. Go to 'Menu' > 'Payments'.
  3. Select 'Pay bills'.
  4. Choose the account you wish to use.
  5. Tap 'Add payment'.
  6. Select the bill payee you want to pay.
  7. Enter the amount and payment dates.
  8. Tap 'Add payment'.
  9. Tap 'Add another payment' for each bill you have to pay.
  10. Tap ‘Continue’.
  11. Confirm payment details and tap 'Continue'.
  12. Successful payment message is received.
  1. Log onto Digital banking on desktop/tablet or app.
  2. Go to ‘Transfers & Payments (on the app, tap the menu icon and then ‘Payments’).
  3. Select ‘Pay bills.’
  4. Choose the account you want to pay from.
  5. Click ‘Schedule recurring payments.’
  6. From the drop down, select the bill you want to schedule.
  7. Enter the amount, payment frequency, and start and end dates. Click ‘Continue.’
  8. Review details and click ‘Continue.’

Please note: Recurring and scheduled payments cannot be setup for CRA Bill Payments. The CRA only allows immediate one-time bill payments. If you have completed a recurring or scheduled CRA payment, please go to view scheduled payments, delete the payment and set up a new immediate bill payment. 

Making an extra principal only payment on a loan is simple with our new digital banking platform.

  • Log in to Digital banking on desktop or app
  • Select ‘Transfers & Payments’ (on app tap the menu icon, then ‘Transfers’).
  • Select ‘Transfer funds.’
  • Choose the account you want to transfer the funds from.
  • Choose the amount.
  • Select the loan you wish to make a payment on from the drop-down menu under ‘Transfer to.’
You can also set up recurring payments or schedule future payments.

Personalizing Your Account

How do I customize my accounts?

Accounts can be customized by adding a friendly name, selecting the main account, hiding it from selection list and changing the order in which the accounts are displayed.

 

To add a nickname:

  1. Login to digital banking
  2. From the menu select 'Accounts' > 'Customize Accounts'
  3. Click the 'pencil' icon
  4. Type in the nickname of the account
  5. Click 'Update'

To change the main/default account:

  1. Login to digital banking
  2. From the menu select 'Accounts' > 'Customize Accounts'
  3. Click the 'star' icon next to the preferred account
  4. Click 'Save'

To make an account hidden/visible:

  1. Login to digital banking
  2. From the menu select 'Accounts' > 'Customize Accounts'
  3. Toggle the visibility on or off under visible
  4. Click 'Save'

To change the display order of the accounts:

  1. Login to digital banking
  2. From the menu select 'Accounts' > 'Customize Accounts'
  3. Click on the icon under Order and drag and drop the account to your preferred order
  4. Click 'Save'

You can edit the name and add a picture to your favourite transactions.

  1. Login to digital banking (desktop or app)
  2. From the menu select ‘Accounts’ > ‘Favourite transactions.’
  3. Click the edit icon
  4. Type the name of the favourite transaction
  5. Click the camera' icon to add photo*
  6. Select the picture** and click 'Add'
  7. Click 'Save'
  • With our new digital banking platform, you have the ability to personalize your digital experience. You can add or change the profile picture on desktop and the app.

    To change your profile picture:

    1. Login to digital banking (desktop or app)
    2. From the menu select 'Settings' > 'Profile picture'
    3. Click the camera' icon to add photo*
    4. Select the picture** and click 'Add'
    5. Click 'Save'

    The profile picture is added/updated. Profile picture changes will carry over from app to desktop and vice-versa.

    To reset your profile picture:

    1. Login to digital banking (desktop or app)
    2. From the menu select 'Settings' > 'Profile picture'
    3. Tap 'Reset' > ‘Yes, reset’
    4. The default image is displayed

    *For best results on desktop use a .jpeg or .png image that is 40x40 or 90x90 pixels.

    **Using the app, you can edit the circle to crop the image to your preference.

With our new digital banking platform, you have the ability to personalize your digital experience. You can add or change a profile picture or change the background on your app.

To add or change your background picture:

  1. Open the app and sign in
  2. From the menu tap 'Settings' > 'Profile picture'
  3. Under Background options are ‘Take picture’, ‘Add photo’ or ‘Reset’
  • Take picture opens your camera
    1. Take picture and tap OK
    2. Edit your background image and select ‘Save.
  • Add photo opens your gallery*
    1. Select an image from your library and tap ‘Save’

*The picture must be formatted as a .jpeg or .png

To reset your background picture:

    1. Open the app and sign in
    2. From the menu tap 'Settings' > 'Profile picture'
    3. Tap 'Reset" > ‘Yes, reset’
    4. The default image is displayed

Account Security

What is a one-time passcode (OTP)?

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 only valid for one transaction. Here are some examples of when one-time passcodes are used:

  • Register for digital banking
  • First time you sign into digital banking
  • Add a new bill payee
  • Update your contact information
  • Change or reset your password
  • Transfer funds to other TCU Financial Group members
  • Add an Interac e-Transfer® recipient

Just like any other form of banking, we all play in helping ensure our activity is done safely.

  • Exercise caution when it comes to sending or receiving money.
  • Only send money to people you know and trust, just as you would cash. An INTERAC e-Transfer transaction cannot be reversed once a recipient has deposited the funds.
  • Always use a strong password that cannot easily be guessed or found – and make sure you share it via a safe, and different channel.
  • Better yet: Suggest that your recipient set up INTERAC e-Transfer Auto-deposit for ease and added security.

Too often in the news we hear stories where the transfer is sent to the wrong email address or intercepted by a fraudster who has hacked an email address and the scammer is able to easily answer the question. Do not ask questions such as:

  • What month is my birthday?
  • What is my daughter’s name?
  • What team do I cheer for?

For many of us, those answers can be easily answered with a quick search of our social media feed.

We suggest that you create a unique question and send it to your recipient by another channel, like a text message if you are sending the transfer by email, and ensure it is kept confidential. It might be an extra step, but it is one that can help ensure your money ends up where you intended it.

This type of transfer is designed to be as secure as possible. You are not sending money by email or text message: Only the notification travels over the Internet to advise the recipient that the transfer has been initiated and to provide instructions on how to deposit the money. Your money is always residing with your financial institution, like TCU Financial Group Credit Union, and is transferred through existing payment networks that banks and credit unions have used for years to settle cheques, bank machine deposits and withdrawals. Security measures have been built into the system, including:

  • Encryption technology
  • Confidential user IDs and passwords issued by financial institutions
  • Secure login process
  • A security question and answer to ensure only the intended recipient receives the money
  • 128-bit browser encryption

Always make sure you have entered the correct mobile phone number each time you wish to send money via INTERAC e-Transfer. Some common reasons why your contacts may not be able to receive notifications could be:

  • The phone number entered is a land line.
  • You entered a non-Canadian mobile phone number.
  • The recipient has blocked Interac e-Transfer notifications from being sent to his/her mobile phone number.
  • The recipient is encountering technical issues on his/her mobile phone and therefore the message cannot be delivered (e.g., mobile network unavailable)
  • The Mobile Network Operator does not support all text messages

Other FAQs

My debit card is expiring soon, but I haven’t received a replacement yet. What should I do?

In the event that your current debit card shows an expiry date that is scheduled soon, don’t worry – expiry dates have been extended, and your card will continue to function as normal until you receive a new debit card. There is currently a worldwide material shortage which has delayed the production of many types of cards, and this is an issue that financial institutions across the globe are managing.

To order a new debit card, we encourage you to call the MemberLine at 1-877-828-4343or stop by your nearest branch and TCU Financial Group’s team will be happy to assist.

 You might also be interested in:

  • TCU Financial Group’s selection of Collabria credit cards
  • Ding-Free ATMs

TCU Financial Group Collabria Credit Card
1-844-283-1414

 

Member Card® Debit Card
1-877-828-4343 When calling outside of MemberLine hours, please select option 2

You can add your credit card provider and account number as a bill payee on digital banking. Once the account has been successfully added to your bill payees, you can make a payment to that account. Payments can take up to 3 business days to process so ensure you make the payment well in advance of the due date.

Alternatively, you can enroll in Automatic Payments through MyCardInfo. Automatic Payments enables monthly balances to be pulled automatically from a chequing or savings account. You can choose to setup payments for the minimum monthly balance, or the full statemente balance.

MyCardInfo Login 

MyCardInfo is Collabria's online account management tool where you can access account information 24/7. You can register for a MyCardInfo account for free as a Collabria cardholder. With MyCardInfo, you can check current balances, review recent activities, verify the last payment made, make payments, view eStatements and more.

eStatement can be viewed on desktop, tablet or on the iPhone or Android apps

  • Log into your digital banking account
  • Click on ‘Accounts.’
  • Click ‘View eStatements.’
  • Select the account that you would like to view.
  • Select the year and month of the statement you wish to view.

You can do this in a variety of ways:

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