Digital Banking FAQ

Remember: Login with your username and password for digital banking if you have recently set them up.

We’re upgrading to improve your digital banking experience by making day-to-day transactions easier and giving you the ability to do more. You’ll begin to notice some changes starting this summer, with continual upgrades taking place throughout the rest of 2019.

Have questions? We’ve compiled a list of your most commonly asked questions in one place to ensure you have all the answers.

Please note: If you haven't migrated to the new digital banking experience, some of the help in these pages may not apply to you. If you have questions about online banking, give us a call 1.888.517.7000. When it's time to upgrade to the new digital banking experience, you'll receive a notification when you log in to online banking on desktop, or you’ll get a prompt to download our new app. Please continue using the old app until you are prompted to switch – if you download it beforehand, you’ll receive an error message. Once you accept the notification or download the app, we'll guide you through the setup process step-by-step. Learn more.

General questions

To put it simply, we want to make banking easier for our members and give them the ability to do more.

The upgrades will help us continue to be a leading-edge digital credit union and meet the growing needs of our members.

Enhancing our digital offerings will help support our national expansion as a federal credit union, but it'll also allow us to keep up with the growing needs of our existing members in an increasingly digital world.

You’ll begin to notice some changes starting this summer, with continual upgrades taking place throughout the rest of 2019.

We’re enhancing previous features and also launching new ones. For a breakdown of some of the changes, click here.

Many of the key digital banking features you use every day will still be available, but they’ll have a refreshed look, including:

  • Account history and transaction downloads
  • Bill payments (Immediate, Recurring & Scheduled)
  • Member transfers within your own membership as well as transfers made to other members
  • Interac® e-Transfers
  • e-Statements
  • Deposit On-the-go
  • Cheque images
  • Take Charge Money Manager™ (Spending, Budgets, and External Accounts)
  • Find a Branch/ATM

When it’s time to start using the enhanced digital banking, you’ll get a notification when you attempt to log in to online banking. If you’re on desktop, this will be through a pop-up message. If you’re on mobile, you’ll be prompted to download our new app.

There are a few things that could be going on.

1.If you’ve migrated over to the new digital banking through desktop, you need to download our new app.   

2. If you haven’t migrated yet and your app isn’t working, this could mean it’s time to migrate! You can do so on a desktop or by downloading our new app. The new app will be the white box with the blue Coast Capital logo.

Get the new app from Apple's App Store and Google's Play Store. Don’t forget to delete the old one.

3. If you downloaded the new app before getting prompted to do so or a notification on desktop to set up a new login, you’ll get an error message in the new app. Please keep using the old app until you get a notification or prompt to switch.

Our functionality with Mint was impacted due to recent security enhancements. We are looking into whether this is something we are able to offer.

You'll be prompted to enable location services when the app is first installed. This will enhance your experience for features like the branch/ATM locator, but it is not required. However, if you don’t wish to use location services, you can select “No” and log in normally.


Going forward, you won’t log in with your PAN (the last 8 digits of your debit card) or your PAC (7 digit Personal Access Code). You’ll use your username and password which you’ll set up the first time you log in.

The first time you log in:

Step 1: Log in using your current login credentials

That’s the last 8 digits on your debit card (your PAN) and your 7-digit Personal Access Code (your PAC).

Step 2: Set up a new username

Choose something you like because once you create it, you won’t be able to change it.

Step 3: Set up a new password

It’ll have to be 10 characters minimum and will include 1 uppercase letter and 1 symbol.

Step 4: Verify your identity

You’ll need to enter your phone number and/or email address. We’ll send you a code either through a text message or email. Enter that code in the verification pop-up, click confirm and verify the details of your new login.

You’ll be able to see all of your Coast Capital memberships under a single username.­­­­

Yes. A username can be up to 21 characters long. For passwords, the maximum length is 128 characters.

You can call our Contact Centre or visit a branch to reset passwords and unlock accounts.

You’ll still be required to authenticate yourself using your current login credentials, which are the last 8 digits of your debit card (your PAN) and your 7-digit Personal Access Code (your PAC), through the Contact Centre and telephone banking.

We’ve replaced this feature with Favourites which will give you the ability to quickly and easily transfer funds to the people you regularly send money to.

It’s a 7 or 8 digit security code that we’ll send you through a text message to your mobile phone or through email when you complete the following transactions:

  • Adding a new bill vendor (for each new bill vendor added)
  • Updating contact information
  • Adding an e-Transfer recipient
  • Password change

If our system detects unusual activity, like logging in from a new device or location, you might be asked to enter a one-time security code when you log in. From time-to-time, this might also happen while paying a bill or transferring funds.

At the moment, you’re unable to change your username. We are working on the ability to change your username as a future enhancement.

Bill Payments, Transfers, and Alerts

No need to set these up again. Your scheduled or recurring bill payments and saved bill vendors will be moved over for your convenience.

No, sorry. USD transfers are limited to your own accounts and memberships.

Yes. This is already available if you’re on a desktop but now you’ll be able to do it through our Coast Capital app as well.

Yes. But fortunately, alerts registration is quick and easy because you can simply use the contact information like your mobile phone number and email address already on file. Some mandatory security alerts will also be set up to protect your account from fraudulent activity.

You can create favourite transactions to make repeat payments quick and simple. Watch the video to learn how to set them up.

You can change your profile pictures, manage favourite transactions, change the names of your accounts, and set up a quick view of your accounts. Watch the video to learn more.

Small Business

Yes. You can limit their access to a specific business membership if you have multiple. They’ll even be able to manage their own password so they can change and update it themselves.

No, there is no limit to the number of Coast Capital memberships you can have access to through your username.

This feature will only be available on desktop at initial release. However, the capability will be included as a future enhancement in the Coast Capital app.

You’ll be able to manage employee access, review and approve pending transactions and consolidate all your memberships under one login. Watch the video to learn more.

Yes, both personal and business members will have access to this new feature.

Want more information? We’re here to help.
Call us at 1.888.517.7000 Mon-Sat, 8am-8pm; Sun, 9am-5:30pm.