What do I do if I can’t log in to my account because it has been locked?

To unlock and gain access to your account, please visit your nearest community branch or call us at 604.975.3340 (or toll-free at 1.877.733.1533) during our regular business hours of 8 am to 8 pm PST Monday to Saturday and 10 am to 5:30 pm PST on Sunday.

Your account will be locked if you:

  • Enter your PAC # (Personal Access Code) incorrectly three times
  • Answer your security question(s) incorrectly three times

This applies to whether you are logging into online banking or using your Vancity online banking login credentials to access third-party sites through SecureKey Concierge. You have a total of three attempts before your account is locked.

Remember that your PAC # is different than your PIN #.

  • PAC # is to log into online, mobile and telephone banking
  • PIN # is for ATMs and point-of-sale purchases
  • Was this article helpful?
  • Yes   No

Do you still need help?

Search

Call us