How do I log in if I forgot my password or MEMBER CARD number?
If you haven’t set up the Password Reset feature, you will need to call our Member Services Centre or visit any branch to reset your password.
Please note, it can take up to 15 minutes between the Password Reset setup and before you can use the Forgot Password feature.
If you are unable to log into Online Banking and you are trying to view your Visa information, you can also log into our Manage My Visa card site.
Travelling abroad or don’t have access to the device you used to send your MFA code to? If you are traveling and not taking any of your devices with you, you will only be able to access your banking by calling Member Services. If you know ahead of time that you won’t have access to your phone or device where you receive your MFA code, please make sure to change it in advance. You can receive the MFA code on any device that has your authenticator app (i.e., phone, tablet, laptop, etc.) You can find a step-by-step guide on this page.
If you are already abroad or don’t have access to your phone, you will not be able to change the way you receive your MFA code. Please call Member Services so we may assist you in accessing your banking:
Monday to Saturday: 8 am to 8 pm, Sunday: 10 am to 5:30 pm
Vancouver: 604-877-7000
Victoria: 250-519-7000
Toll-free: +1-888-826-2489
International: +IAC-800-826-2489-0
(IAC = International Access Code, varies by country)
If you’ve set up the Password Reset feature, follow these steps:
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Step 1:
On the login screen, select ‘Forgot password?’. |
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Step 2:
Choose ’Reset via Text Message’ or ‘Reset via Voice Call’.
Important: You must have either Text Message (SMS) or Voice Call set up as MFA factors to use this password reset option. |
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Step 3:
Once you receive the one-time code, enter below and select ‘Verify’. |
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Step 4:
You will be prompted to answer your Password Reset Question.
Answer it and select ‘Reset password’. |
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Step 5:
Enter your new password twice and select ‘Reset password’. Then simply use the new password to log in. |
