2-Step Verification

Starting January 11th, we will be re-introducing 2-Step Verification, a new layer of security to the way you log-in to online banking.

What is 2-Step Verification?

2-Step Verification adds an extra layer of security to protect you and your account in case your password is ever stolen. In addition to entering your password, a one-time use verification code will be sent by SMS text message or email to the registered mobile phone number or email address associated with your online banking account.

The code must be entered and submitted for confirmation to access your account online. This new feature will replace the security questions you have been accustomed to answering and will be required at every log-in*.

* If you use a biometric login such as Touch ID or Face ID, it will bypass the requirement for entering a 2-step verification code.

What do you need to do?

  • Log-in to your online banking account
  • Complete the Enable 2-Step Verification enrolment screen
  • Enter your preferred email address or mobile phone number to receive your verification code
  • Enter the verification code sent to you by SMS or email

This initial enrolment process ensures that a valid email address or mobile phone number has been provided by you and has been successfully tested to receive notifications.

You will have until January 31, 2022 to defer registering your preferred method of contact by selecting the “Not Now” option on the Enable 2-Step Verification enrolment screen. If you choose to defer enrolment during this period, you will be required to answer the security questions associated with your online banking account. Please note: if you do not remember the answers to your security questions, they will need to be deleted, and you will have no second level of security until you enrol in 2-step Verification. You will continue to be shown the Enable 2-Step Verification enrolment screen every time you log into online banking until complete.

At any point after your initial enrolment, you can edit your mobile phone number or email address used to receive the 2-Step Verification code.

Why are we introducing 2-Step Verification?

We are committed to providing you with a safe and protected online banking experience. 2-Step Verification is a great way to reduce fraud risks and further secure all your user accounts.

Frequently Asked Questions

Can I register for 2-Step Verification via both SMS and email?

Yes. During your initial enrolment, you can register only one of either a mobile phone number or an email address to receive 2-Step Verification notifications. After enrollment you can update your contact information from the Profiles and Preferences screen options, to add the second notification channel.

* We highly recommend entering a mobile phone number, as SMS text message is more secure than email.

What if I will be travelling outside of Canada?

If you are travelling internationally, we recommend using email verification. Depending on the carrier, SMS can be delayed, and may result in verification code timeout.

Will duplicate verification code notifications be sent both by SMS and email if I have both an email address and a mobile phone number registered under 2-Step Verification?

No. During each authentication where you have multiple notification channels registered, you will be presented with a Select Verification Method screen and must select which channel (SMS or email) you wish to be notified through.

Is there an option for me to designate a device as a “trusted” device, exempting logins from that device from 2-Step Verification?

No. Every login will be subject to 2-Step Verification authentications, regardless of the device being used to log in from.

What happens if I cannot access my phone or email before the verification code expires?

If you enter and submit the verification code after the code has timed out, you will receive an error message and will need to re-initiate the login process.

Additional Resources

For a full list of Frequently Asked Questions and a complete How-to guide, please click the buttons below.

If you have any questions regarding 2-Step Verification, or if you require assistance with this feature, please contact us or fill in our online contact form and one of our Contact Centre Representatives will be happy to help.