Digital Banking Support

Have questions? We have answers. Check out our tutorials and common questions to learn how to get the most out of your digital banking experience.

Getting Started and Logging In

Tutorials

Learn how to set up your new username, password and one-time security code credentials on our Getting Started page.

Forgot your password? No problem. Follow these steps to reset it on the app or through Coast Online®.

  1. From the login screen, click Forgot Password

  2. Enter your username

  3. Enter your email or phone number

  4. Follow the instructions that are emailed or texted to you


Simplify your login experience by setting up your phone’s biometric login features (if applicable).

  1. Follow your device’s instructions for turning Fingerprint ID or Touch ID on

  2. Log in to the Coast Capital app

  3. From the menu, click Security

  4. Click Set up Fingerprint/Touch ID


Common Questions

Yes. Our Contact Centre will use your PAN and PAC to verify your identity when you call. They are also required to use Coast-by-Phone®.

Not at this time.

Please call our Contact Centre at 1.888.517.7000 and we can help recover it for you.

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 do the following:


  • Add a new bill vendor

  • Update contact information

  • Add an e-Transfer recipient

  • Change your password


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.

Accessing Digital Banking on a computer

Supported Desktop Browsers

To provide you with a secure and protected online banking environment, we recommend using the supported browsers listed below. We do not support beta or test versions of browsers.

  1. Apple Safari (latest version)

  2. Google Chrome (latest version)

  3. Mozilla Firefox (latest version)

  4. Microsoft Edge (latest version)

  5. Microsoft Internet Explorer 11


Supported Mobile browsers

  1. Apple Safari on iOS 10 or later

  2. Google Chrome on Android 4.4 or later

To access online banking through your mobile browser, simple visit https://banking.coastcapitalsavings.com.

Transport Layer Security (TLS) Encryption

TLS stands for Transport Layer Security (TLS). This technology allows users to establish sessions with Internet sites that are secure, meaning they have minimal risk of external violation. Once inside the Coast Online Banking site, you are secure through our use of SSL technology. Encryption is the process of scrambling information into a more secure format for transmission. This means that plain text is converted (encrypted) to a scrambled code while transmitting, and then changed back (decrypted) to plain text at the receiving end of the transmission.

Cookies

Coast Online Banking uses two kinds of cookies - session cookies and persistent cookies. We use a session cookie to maintain the integrity of your Internet banking session, and we use persistent cookies in optional enhanced features such as the saved Member Cards and saved member transfers features. For more information on our use of cookies, please review the cookies section in our Privacy Policy.

To use digital banking, you must ensure that you have not disabled your browsers’ ability to accept cookies (particularly first-party session cookies). For more information on enabling, and disabling cookies within your browser, please review your browsers’ help section.

JavaScript

To view interactive elements of our site and log in to Coast Online Banking, you must enable your computer's web browser to accept JavaScript. For more information on enabling Javascript within your browser, please review your browsers’ help section.

Coast Capital Mobile App

To use our app efficiently, your phone needs to meet the following requirements:
  1. Apple Safari on iOS 10 or later

  2. Google Chrome on Android 4.4 or later

Downloading the App

From your device, open the App Store (Apple) or Google Play (Android) and search “Coast Capital Savings”. Make sure to download the correct app version, which has a white background and blue logo:




Paying Bills

Tutorials

You only need to do this once per vendor. After that, you can make your payments quickly and easily.

  1. Log in to digital banking

  2. From the menu, click Bill Payments and select Manage Payees

  3. Click the + symbol if you’re using our app, or the Add Payee button if you’re on Coast Online® Banking

  4. Search for the vendor name and enter your account number

  5. Confirm your selection


  1. Log in to digital banking

  2. From the menu, click Bill Payments and select Pay Bills

  3. Choose the account you’d like to pay from

  4. Select the bill vendor and enter the payment amount

  5. Click Continue and confirm your payment




If you pay the same amount to the same vendor on the same date each month, consider setting up a recurring bill payment and let us do the rest.

  1. Log in to digital banking

  2. From the menu, click Bill Payments and select Pay Bills

  3. Click the Schedule Recurring Payments tab and set the vendor, amount and frequency of the payment


You can schedule bill payments up to one year in advance.

  1.  Log in to digital banking

  2. From the menu, click Bill Payments and select Pay Bills

  3. Specify the vendor and amount you with to pay

  4. Change the payment date and click Confirm


You can review and edit your scheduled payments by clicking on View Upcoming Payments from the menu.

If your transaction hasn’t been processed yet and you made an error, you can cancel your bill payment from within digital banking.

  1. Log in to digital banking

  2. From the menu, click Bill Payments and then View Upcoming Payments

  3. Find the payment you wish to cancel and click on the trash icon next to it

  4. Confirm the cancellation


If your payment does not appear on the “View Upcoming Payments” screen, your payment may have been processed already. Please contact us and be aware a cancellation service fee may apply.


Common Questions

You can pay up to five bills in one transaction.

  • On Coast Online® Banking, you can simply enter additional payments on the same screen.

  • On the mobile app, when you’re done entering the payment information for the first bill you wish to pay, scroll down and click the Pay Another Bill button.

If you’re outside of BC, please pay your bills through desktop banking or by accessing banking.coastcapitalsavings.com from your mobile phone. And rest assured, we’re working on a fix so you’ll be able to pay your bills through our app soon!

Sure can! Here’s how to do it:

  1. Log in to online banking

  2. From the menu, click Bill Payments and then Manage Payees

  3. Add your city as a payee (ex. Surrey Property Tax) and register your account number

If you’re applying for a Home Owner Grant, please note we no longer forward applications. Please refer to your Property Tax Notice for details on how you can apply for the grant.


Transfers

Tutorials

To transfer money between accounts in your own membership: 

  1. Log in to digital banking

  2. From the menu, click Transfers then Transfer Funds

  3. Select the account to make the transfer from and where it will transfer to

  4. Specify the amount and click Continue

You also have the option to on this screen schedule a transfer in the future. You can also set up a recurring transfer, which is a great way to build your savings account.


It’s quick and easy to transfer funds to another Coast Capital member. All you need is their membership number.

  1. Log in to digital banking

  2. From the menu, click Transfers then Transfer Funds

  3. Select the account you wish to transfer funds from

  4. Select Transfer to another member and enter their membership number

  5. Specify the amount and click Continue


Saving is easy when you “set it and forget it”. You can do that by setting a recurring transfer from one account to a savings account. This works great if your payroll is automatically deposited into your chequing account on a regular basis, and you set the transfer date based on when your payroll is deposited.


  1.  Log in to digital banking

  2. From the menu, click Transfers then Transfer Funds

  3. Select the account to make the transfer from and where it will transfer to

  4. Under Schedule transfer, change the selection to Recurring transfer

  5. Specify the amount, start date, frequency and end date

  6. Click Continue


Interac e-Transfers are a safe and secure way to send funds outside of Coast Capital. Learn how.


Common Questions

You can transfer to and from your own USD chequing accounts just like a CAD funds transfer. Unfortunately, you are unable to transfer USD outside of your membership at this time.

If you have a recurring or scheduled transfer you would like to cancel, follow these steps.

  1. Log in to digital banking

  2. From the menu, click Transfers then View Upcoming Transfers

  3. Click the trash icon next to the transfer you wish to cancel

  •  $10,000 per transaction

  •  $10,000 every 24 hours

INTERAC® e-Transfers

Tutorials

To send someone an e-Transfer, they need to be on your list of recipients.

  1. Log in to digital banking

  2. From the menu, click Interac e-Transfers then Manage Recipients. Follow the instructions for providing a one-time security code.

  3. Enter the recipient’s name, email address and/or mobile phone number and set a security question that only you and the recipient know the answer to

  1. Log in to digital banking

  2. From the menu, click Interac e-Transfers then Send e-Transfer 

                   

    The first time you access this, you will be prompted to create a profile registering your email and/or mobile phone number. This is how others will send you e-Transfers in the future.

  3. Select the recipient and specify whether you want to send the notification through email, mobile phone or both 

  4. Select which account you wish to transfer from and specify the amount of the transfer

  5. Click Send Transfer 

                                         

    The amount will be debited from your account immediately, plus a $1.50 service fee. The recipient will get a notification within about 30 minutes inviting them to accept the e-transfer. They will need to answer the security question you set up for them.




When someone sends you an e-Transfer, you will get a notification through email or text message.


  1. Check the link provided to ensure it is encrypted (look for https: instead of http: in the link URL)

  2. Click on the link to access a secure Interac website

  3. Select British Columbia from the Credit Union drop down menu, then select

  4. Coast Capital to be redirected to Coast Capital’s digital banking login screen or mobile app

  5. Log in to digital banking

  6. Answer the security question and select which account you wish to make your deposit


Tired of typing in answers every time you receive an e-Transfer? Set up auto-deposit to have e-Transfers automatically deposited into the account of your choice.

  1. Log in to digital banking

  2. From the menu, click Interac e-Transfers, then Auto-Deposit

  3. Enter your email address and specify the account where deposits will be made

  4. Check the boxes to acknowledge the statements and click Register

  5. You will receive an email from Interac with steps to complete Auto-Deposit registration


Common Questions

  • An Interac e-Transfer is a quick and secure way to transfer funds to and from your Coast Capital membership.

  • All you need is the recipient’s mobile phone number or email address.

  • There is no service fee to receive an e-Transfer. A service fee may apply to send one.

Sending funds

  • Send up to $3,000 per transaction

  • Send up to $3,000 every 24 hours

  • Send up to $10,000 every 7 days

  • Send up to $20,000 every 30 days


Receiving funds

  • Receive up to $10,000 per transaction

  • Receive up to $10,000 every 24 hours

  • Receive up to $70,000 every 7 days

  • Receive up to $300,000 every 30 days


If a recipient has not yet accepted the transfer, you can cancel it.

  1. Log in to digital banking

  2. From the menu, click Interac e-Transfers then Pending e-Transfers

  3. Click Cancel beside the e-Transfer you wish to cancel
    Confirm you want to cancel the e-Transfer

There is no fee to receive an e-Transfer. A service fee may apply to send one.

It can take up to 30 minutes for the recipient to receive a notification.

You can resend the notification.

  1. Log in to digital banking

  2. From the menu, click Interac e-Transfers then Pending e-Transfers

  3. Click Resend Notice beside the e-Transfer

  1. Cancel the e-Transfer

  2. Update the recipient’s details. Access this by clicking on Interac e-Transfers from the menu, then Manage Recipients. You may be prompted to enter a one-time security code. After that, simply edit the recipient’s information.

  3. Resend the e-Transfer

Contact the sender and ask them for the answer. If you answer the security question incorrectly more than three times, the transaction will automatically cancel.

Mobile Cheque Deposit (Deposit On-the-go) 

Tutorials

  1. Log in to digital banking through our mobile app

  2. From the menu, tap Deposit On-the-go

  3. Specify which account you’d like to deposit your cheque in to and enter the amount of the cheque

  4. Tap Take Photo and follow the instructions on the screen

  5. Tap Confirm to deposit the cheque



Things you should know

Sign the back of your cheque before you photograph it

Keep the cheque for 90 days, then destroy it within the next 30 days

Holds may apply when you deposit cheques through Deposit On-the-go or an ATM. If you’re unsure what your hold policy is, contact us.

You may be subject to mobile charges. Please consult your phone provider for more details.



Common Questions

Deposit On-the-go is a quick, safe way to deposit cheques with your mobile phone through the Coast Capital Savings app.


You can deposit Canadian cheques, money orders, bank drafts, convenience cheques and certified cheques without having to visit a branch or ATM.

No, there are no fees to use Deposit On-the-go. You may be subject to mobile phone charges. Please contact your phone provider for details.

Funds will show up right away. Holds may apply when you deposit cheques using Deposit On-the-go or an ATM. If you’re not sure what your hold policy is, contact us.

Since Deposit On-the-go relies on photographs, make sure yours is in tip top shape. Take your photos under bright lighting with minimal shadows and make sure the entire cheque is visible in the frame. In most cases, this will resolve the issue.

If you’re still experiencing problems, try these troubleshooting steps:

  1. Click Settings on your phone

  2. Scroll down to the application manager or the app list

  3. Click on the Coast Capital app and clear the cache

  4. Once cleared, click on the Camera app in the application manager/app list

  5. Click “Force Stop”

  6. Open the Camera to test a picture

  7. Open the Coast Capital app and try using Deposit On-the-go again


Open Accounts

Tutorials

It only takes a couple of minutes to open a chequing or savings account in digital banking.

  1. Log in to digital banking

  2. From the menu, click Products & Services then Open an Account

  3. Click See accounts under the account type you want to open

  4. Click Open an account next to the account you want to open

  5. Fill in the fields and click Continue

  6. Review the details and click Confirm

You can open a term deposit without leaving the comfort of your own home with a starting balance of just $500.

  1. Log in to digital banking

  2. From the menu, click Products & Services then Open an Account 

  3. Under Term Deposits, click See accounts

  4. You can review details about the terms available by clicking View details. Click Open Account next to the term deposit type you want to open.

  5. Select the account you wish to fund the term deposit from, fill in the rest of the fields and click Confirm

  6. Review the details and click Confirm

If you already have a TFSA or RRSP at Coast Capital, you can open a term deposit of the same type online.

  1. Log in to digital banking

  2. From the menu, click Products & Services then Open an Account

  3. Under RRSP or TFSA, click See accounts

  4. You can review details about the terms available by clicking View details. Click Open Account next to the term deposit type you want to open.

  5. Select the account you wish to fund the term deposit from, fill in the rest of the fields and click Confirm

  6. Review the details and click Confirm


Common Questions

If you already have a TFSA or RRSP at Coast Capital, you can open another account or term deposit of the same type. If you want to open an account type you have never had at Coast Capital before, please visit a branch.

When opening a term deposit, we will ask you which account you want to fund the term deposit from. If you are opening an RRSP or TFSA term deposit, you need to fund it from an existing TFSA or RRSP account in your Coast Capital membership. Likewise, if you are opening a regular term deposit, it cannot be funded from a TFSA or RRSP account.


If you are opening a TFSA or RRSP term deposit and don’t have any funds in your existing TFSA or RRSP, simply perform a transfer into the account first. Remember to be aware of your contribution limits when making TFSA and RRSP deposits.

  • Because TFSAs and RRSPs are registered plans, the first time you open one we will create a contract for you.

  • Once you have your first TFSA or RRSP opened in-branch, you will be able to open additional accounts of the same type as well term deposits online.

  • TFSA contracts are different from RRSP contracts; to open both, you need a contract for each. We can do this for you in-branch.

  • If you are trying to open an account or term deposit online and you get a message saying you need a contract, it just means you don’t have an existing one in place. Please visit a branch.

Some products are not available online. If you see something on our website that isn’t available in digital banking, please visit a branch or contact us at 1.888.517.7000.

Once an account or term deposit is open, you will be able to view it in your Account Overview.


eStatements

Tutorials

  1. Log in to digital banking

  2. From the menu, click Settings then Manage eStatements

  3. Specify which memberships you would like to opt in to eStatements

  4. Select whether or not you would like to receive email notification when your statement is ready

  5. Click Continue, review your details and click Confirm

Things you should know

  • You’ll receive your first eStatement on the next statement cycle. Depending on when you opted in to eStatements, you may receive one final paper statement.

  • Your eStatements will be available in online banking under Account Overview



Common Questions

eStatements are a free and environmentally friendly alternative to paper statements.

Key features:

  • It's free. Coast Capital eStatements are absolutely free. (Please note, if you don’t switch to free eStatements you will be charged a $2 monthly fee per membership to cover the cost of production and postage for paper statements)

  • It's convenient. Access your current and past statements anytime from your computer or laptop. We'll even send you an email to let you know when the statement is ready for viewing in digital banking.

  • It's secure. Your eStatements are securely held in digital banking.. Only you can log in to access your statement information.

  • It's space-saving. There's no need for you to file and store piles of paper any longer. Your eStatements are securely saved and accessible for seven years.

No, eStatements will replace your paper statements.

No, it's free!

When you sign up for eStatements, you will have the option to receive an email notification letting you know your statement is ready to view.

To switch your Worldsource mutual fund statements, log in to Worksource View and follow the prompts.


Technical Help

Tutorials

To help solve challenges you may experience with digital banking, we may ask you to clear your cache and cookies. Here’s how to do it on a few popular browsers: Chrome, Safari and Firefox. If you use a different browser, a quick Google search should help you.

Chrome (Windows and Mac)

Clearing cache and cookies

  1. Open Chrome on your computer
  2. If you’re using Windows, click the More button “” at the top right of the browser, then “More tools”
    1. On a Mac, click “Chrome” from the menu bar at the top of your browser
  3. Click “Clear Browsing Data”
  4. Select “All time”
  5. Check the boxes next to “Cookies and other site data” and “Cached images and files”
  6. Click “Clear Data”

Safari (Mac)

Clearing cache

  1. Open Safari on your computer
  2. Use shortcut Command+Shift+E OR
  3. Click “Safari” in the browser menu bar, then “Preferences”
  4. Click “Advanced” and check the box next to “Show Develop menu in menu bar”
  5. Click “Develop” from menu bar, then “Empty cache”

Clearing cookies

  1. Click “Safari” in the browser menu bar
  2. Click “Preferences” then “Privacy”
  3. Click “Manage Website Data”
  4. Click “Remove All”

Firefox

Clearing cache and cookies

  1. Open Firefox on your computer
  2. Click the Menu button “” on the right of your browser bar
  3. Click “Preferences”
  4. Click “Privacy and Security”
  5. Click “Clear Data”
  6. Check the boxes next to “Cookies and Site Data” and “Cached Web Content”
  7. Click “Clear”


To help solve challenges you may experience with digital banking, we may ask you to access digital banking using a private browser (also known as Incognito). Here’s how to do it on a few popular browsers: Chrome, Safari and Firefox. If you use a different browser, a quick Google search should help you.

Chrome (Windows and Mac)

  1. Open Chrome on your computer
  2. Click the More button “” at the top right of the browser (Windows) or “File” from the menu bar at the top of your browser (Mac)
  3. Click “New Incognito Window”
  4. A new window will open for you to use

Safari (Mac)

  1. Open Safari on your computer
  2. Click “File”
  3. Click “New Private Window”
  4. A new window will open for you to use

Firefox

  1. Open Firefox on your computer
  2. Click the Menu button “” on the right of your browser bar
  3. Click “New Private Window”
  4. A new window will open for you to use

Common Questions

Accessing Digital Banking on a computer

Supported Desktop Browsers

To provide you with a secure and protected online banking environment, we recommend using the supported browsers listed below. We do not support beta or test versions of browsers.

  1. Apple Safari (latest version)

  2. Google Chrome (latest version)

  3. Mozilla Firefox (latest version)

  4. Microsoft Edge (latest version)

  5. Microsoft Internet Explorer 11


Supported Mobile browsers

  1. Apple Safari on iOS 10 or later

  2. Google Chrome on Android 4.4 or later

To access online banking through your mobile browser, simple visit https://banking.coastcapitalsavings.com.

Transport Layer Security (TLS) Encryption

TLS stands for Transport Layer Security (TLS). This technology allows users to establish sessions with Internet sites that are secure, meaning they have minimal risk of external violation. Once inside the Coast Online Banking site, you are secure through our use of SSL technology. Encryption is the process of scrambling information into a more secure format for transmission. This means that plain text is converted (encrypted) to a scrambled code while transmitting, and then changed back (decrypted) to plain text at the receiving end of the transmission.

Cookies

Coast Online Banking uses two kinds of cookies - session cookies and persistent cookies. We use a session cookie to maintain the integrity of your Internet banking session, and we use persistent cookies in optional enhanced features such as the saved Member Cards and saved member transfers features. For more information on our use of cookies, please review the cookies section in our Privacy Policy.

To use digital banking, you must ensure that you have not disabled your browsers’ ability to accept cookies (particularly first-party session cookies). For more information on enabling, and disabling cookies within your browser, please review your browsers’ help section.

JavaScript

To view interactive elements of our site and log in to Coast Online Banking, you must enable your computer's web browser to accept JavaScript. For more information on enabling Javascript within your browser, please review your browsers’ help section.

Coast Capital Mobile App

To use our app efficiently, your phone needs to meet the following requirements:
  1. Apple Safari on iOS 10 or later

  2. Google Chrome on Android 4.4 or later

Downloading the App

From your device, open the App Store (Apple) or Google Play (Android) and search “Coast Capital Savings”. Make sure to download the correct app version, which has a white background and blue logo:



The Coast Capital Savings mobile app isn’t optimized for tablet use. If you enjoy doing your banking through your tablet, we recommend creating a link to banking.coastcapitalsavings.com on your tablet’s home screen for quick and easy access. Perform a search engine search for instructions on how to do it on your tablet.

Don’t see your question listed here? Explore our Help & Support section for more resources. If you’re a Business member, check out our Business Digital Banking Resources & FAQs.

Digital Banking Help Videos

We’ve put together a library of videos to help you get the most out of your digital banking experience.


Getting started

First-time login

Learn how to set your new username, password and one-time security code credentials.



Security Enhancement


One-time security codes
Check out how one-time security codes work.

Account Features

Personalize your experience
Learn about the different ways you can personalize your digital banking experience.
Set up favourite transactions
Learn how to set up your favourite transactions to make banking even easier.
Small business banking features

Learn about the new digital banking features for small businesses (and how to use them).


Take Charge Money Manager™

Take Charge Money Manager features
Take Charge Money Manager gives you a snapshot of your saving, spending and budget in one convenient place.
Track your spending
Learn how to manage your spending, organize your transactions and find out exactly where all your money is going.
Create a budget

Learn how to set up, view and manage your budgets through our Take Charge Money Manager tool.



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.

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