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Technical Support During Business Hours

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Technical Support Outside Business Hours

 

Logging into Online Banking or the Mobile App

 

To login, you must have an SCU debit card and a temporary Personal Access Code (PAC) provided to you by a staff member. Enter your full debit card number, then enter your PAC in the correct fields.

If this is your first time logging into online banking, you will be prompted to register for 2-Step Verification. You will require a mobile phone number or email address to complete the registration. You will also have to complete a mandatory PAC change.

Whether you are using Online Banking or the Mobile App, the steps are the same:

  1. Login to desktop online banking or the mobile app using your MemberCard debit card number and your existing Personal Access Code (PAC).

  2. You will now see the Enable 2-Step Verification screen which will ask you to register either your mobile phone number or email address to receive verification codes. Enter your mobile phone number or email and click the Send Code button.

    *NOTE: if you would like to register both your email address and mobile phone number as contact methods, visit “Profile and Preferences” in desktop online banking or “Settings” in the mobile app once you are logged into online banking. By entering both contact methods, you will be able to choose how to receive verification codes when 2-Step Verification is required for future logins.

  3. You will now be sent a one-time verification code by email or text, depending on your selection (may take several minutes to receive). This code is valid for 10 minutes. If you selected email, please check your junk mail folder.  Enter the verification code then click “Continue”. If you do not receive the verification code select “We can send a new verification code” to try again.

  4. Once you have entered the correct verification code, you will see a green check mark and “Enrolment complete”. Click “Continue” again to enter online banking.

Whether you are using Online Banking or the Mobile App, the steps are the same:
  1. Select “Forgot Password?” under the login button on the login screen.

  2. Enter your MemberCard debit card number and your date of birth (YYYY-MM-DD). Select “Continue”.

  3. You will then be asked to verify yourself using 2-Step Verification. You will be asked to select which contact method you would like to use to receive your one-time verification code. Then select “Continue”.

  4. Enter the one-time verification code that will be sent to you by text or email, depending on which option you selected, then select “Continue”. If you did not receive the code, you can select the option to receive a new verification code.

  5. You will now be able to set up your new Personal Access Code (PAC). Be sure to meet all of the PAC requirements, as shown. Enter the same PAC twice, then select “Continue”.

  6. You will receive a “Success” confirmation screen. Select “Go To Login” to login to online banking.

If you forget your PAC/password, of if you receive the error “Unsuccessful – PAC retries exceeded”, please use the Forgot Password link on the login page to reset your password.

If you receive the error “Sorry, your account has been locked out” please contact a branch. For assistance after hours, please call 1-888-236-1356.

In Online Banking:

  1. Login with your current PAC.
  2. In the menu on the left, select Profile and Preferences, then select Change Personal Access Code.
  3. Follow the on-screen steps.

In the Mobile App:

  1. Login in with your current PAC.
  2. Select the Settings icon on your screen. You may have to swipe left to locate it.
  3. Select Change Personal Access Code.
  4. Follow the on-screen steps.

Your PAC must meet these requirements:

  • 8 to 30 characters long
  • Contains at least one lower case letter
  • Contains at least one upper case letter
  • Contains at least one number
  • Contains at least one special character, for example @ # % ! *. Spaces are allowed, but not required.
 

Memorized Accounts or Saved Logins

 

Whether you are using Online Banking or the Mobile App, the steps are the same:

  1. Click Login.

  2. Enter your full debit card number found on the front of the card and enter your Personal Access Code (PAC).

  3. Select Remember Me.

  4. Enter a name for this saved login.

  5. Click Login.

Whether you are using Online Banking or the Mobile App, the steps are the same:

  1. Click Login.

  2. Select Manage Login Profiles on the login screen.

  3. A trash icon will appear beside your saved login. Click the trash icon for the login you wish to delete.

  4. Confirm the change.

To set up Face ID or Touch ID:

*You must have Face ID/Touch ID set up on your device prior to turning on the feature in the SCU app.

*You must have a Saved Login set up. See the section above for steps on how to set up a Saved Login.

  1. Login to the mobile app.

  2. Select the Settings icon on your screen. You may have to swipe left to locate it.

  3. Select Biometric Setup.

  4. Accept the agreement for use.

  5. Toggle on the option for Face ID/Touch ID. * Face ID is only available on the mobile app for iOS.

 

Direct Alerts

 

The following banking alerts are available:

  • New bill payment payee added
  • Personal Access Code (PAC) changed
  • Online banking login
  • Online banking account locked out
  • Interac® e-Transfer recipient added
  • Interac® Online Payment authorized

In Online Banking:

  1. Login to online banking.
  2. Select Messages and Alerts from the menu on the left.
  3. Select Manage Alerts or Get Started Today.
  4. Turn on notifications for the alerts you would like to receive and set up your email or cell phone number for text alerts.

In Mobile App:

  1. Login to the mobile app.
  2. Select the Alerts icon on your screen. You may have to swipe left to locate it.
  3. Select Manage Alerts.
  4. Turn on notifications for the alerts you would like to receive and set up your email or cell phone number for text alerts.
 

IBM Trusteer Rapport

 

IBM Trusteer Rapport is a free fraud protection software that protects your device and mitigates financial malware infections. By protecting your internet connection, Trusteer Rapport creates a tunnel for safe communication and helps block malicious attempts to access your accounts.

Trusteer Rapport can be downloaded in seconds and there is no need to restart your computer. It simply works in the background so you can bank and use the internet as usual. For more information, or for technical support visit IBM Trusteer Rapport.

 

Telephone Banking

 

To access telephone banking toll free for anywhere is North America, call 1-855-869-2196.

You will require your SCU debit card number and a Personal Access Code (PAC). This PAC is not the same PAC that you use to access online banking or the Mobile App. Please contact a branch if you do not have a PAC for telephone banking.

The Telephone Banking Guide provides a listing of the menu and transaction options that you will hear in telephone banking.

INTERAC® e-Transfers

 

Before sending an e-transfer you will need to register yourself and setup a recipient list. You only need to register once and then you are ready to go.

Registering in Online Banking:

  1. Login to online banking.
  2. Select Transfers from the menu on the left, then select Send INTERAC® e-Transfer.
  3. Complete the Sender Profile by entering YOUR information.

Now you can add a recipient:

  1. Select Transfers from the menu on the left then Add/Delete Recipients.
  2. Enter the recipient’s name, email address or mobile phone number, and a security question and answer (this is case sensitive). When creating your security question always choose a question that only you and your recipient will be able to answer.
  3. Add Recipient.

Registering in Mobile App:

  1. Login to the mobile app.
  2. Select the INTERAC® e-Transfer icon on the main screen.
  3. Complete the Create a Profile screen by entering YOUR information.
  4. Save.

Now you can add a recipient:

  1. Select the INTERAC® e-Transfer icon on the main screen.
  2. Select Settings from the top of the screen.
  3. Select Manage Recipients, then select Add Recipient.
  4. Enter the recipient’s name, email address or mobile phone number, and a security question and answer (this is case sensitive).
  5. Add Recipient
Important information about sending an e-transfer:
  • The recipient has 30 days to accept the transfer.
  • You can resend the notification for another 30 days (at no additional cost) before it will be automatically deposited back into your account.
  • Once the recipient has accepted the e-transfer, it cannot be cancelled. Always double-check the email address or mobile phone number before you send your e-Transfer. Keep your password secret at all times.

Sending an e-transfer in Online Banking:

  1. Login to online banking.
  2. Select Transfers from the menu on the left, then select Send INTERAC® e-Transfer.
  3. Complete the transaction by choosing a recipient from your list, select how you wish to notify them (by email, text or both), which account you wish to take the money from, the amount, and an optional message for the recipient.
  4. Send Transfer.

In Mobile App:

  1. Login to the mobile app.
  2. Select the INTERAC® e-Transfer icon on the main screen.
  3. Complete the transaction by choosing a recipient from your list, which account you wish to take the money from, the amount, and an optional memo for the recipient.
  4. Continue.

In Online Banking:

  1. Select Transfers from the menu on the left, then select Send INTERAC® e-Transfer.
  2. Select Pending from the top menu to view any sent e-transfers that have not yet been accepted.
  3. Choose to Cancel the pending e-transfer or resend a notification to the recipient. 

In Mobile App:

  1. Select the INTERAC® e-Transfer icon on the main screen.
  2. Select Pending from the menu on the top of the screen to view any sent e-transfers that have not yet been accepted.
  3. Choose to Cancel the pending e-transfer or resend a notification to the recipient.

When someone sends you an e-transfer from their financial institution you will receive an email or text message notifying you about an incoming e-transfer.

  1. Click on the SCU logo, or if it is not shown in the email, click Select a Different Financial Institution and then choose Ontario under Credit Unions and locate Sudbury Credit Union in the list.
  2. Choose to open SCU online banking or the SCU mobile app. Login.
  3. Select the account which you would like to deposit the funds into.
  4. Answer the security questions.
  5. Accept.

The Autodeposit feature allows you to have money sent via INTERAC® e-Transfer automatically deposited directly into your bank account, without having to answer a security question. The Autodeposit feature continues to provide the value of INTERAC® e-Transfer, without the need to share financial information. 

For senders, there is added convenience of not needing to convey security answers while continuing to have the security of knowing who is receiving the funds, prior to sending.

Set up is simple:

  1. Login to online banking or the mobile app and select INTERAC® e-Transfers, then Autodeposit from the settings menu.
  2. Register your e-mail address and link your account. Any transfers to the registered email address will be automatically deposited into the account.
  3. You will receive an email to confirm your registration. Check your inbox and click Complete Registration.

Easily request money you are owed with the INTERAC® e-Transfer request money feature. When you send a request for money, the recipient is notified instantly and can accept the request. If accepted, the requested amount will be automatically deposited into your account and you will be notified when funds are available.

To request money:

  1. Login to online banking or the mobile app and select INTERAC® e-Transfers, then Request Money from the settings menu.
  2. Add or select a contact and fill out the name and e-mail address or mobile phone number of the person you wish to send the request to.
  3. Type in the specified amount you are requesting and select the account you would like the funds to be deposited into. You can also include a personalized message with the request.
  4. Once the recipient has fulfilled your request, funds will immediately be deposited into your bank account and you will be notified by email or text.

INTERAC e-Transfer is a registered Trade-mark of Interac Corp. Credit union authorized user of the Mark.

Mobile Wallets

 

Apple Wallet

iPhone:

  1. Open the Wallet app.
  2. Tap + in the upper right corner.
  3. Follow the onscreen instructions to add your debit card.

Apple Watch:

  1. Open the Apple Watch app on your iPhone.
  2. Go to the My Watch tab. If you have multiple watches, choose one.
  3. Tap Wallet & Apple Pay and select Add Credit or Debit Card.
  4. Follow the onscreen instructions to add your debit card.

Google Wallet

  1. Open the Google Wallet app or download it on Google Play.
  2. Tap ‘Add to Wallet’ and follow the instructions.
  3. Verify your card if needed.

Samsung Pay

  1. Open Samsung Pay and register your Samsung Pay PIN.
  2. Follow on screen instructions to add your debit card and then select your preferred method to verify the card.
  3. Select your desired security or authentication options. You’re all set to start using Samsung Pay!

Apple Pay

iPhone with Touch ID (iPhone 8 or earlier):

  1. Rest your finger or thumb on the home button and hold the top of your iPhone within a few centimetres of the contactless reader.
  2. You will see Done and a checkmark on the display letting you know your payment was approved. If vibration and sounds are enabled, you will feel a subtle vibration and hear a beep.

iPhone with Face ID (iPhone X or later):

  1. Double-click the side button, then glance at the screen to authenticate with Face ID or enter your passcode.
  2. Hold the top of your iPhone within a few centimeters of the contactless reader until you see Done and a checkmark on the display.

Apple Watch:

  1. Double-click the side button and hold the display of your Apple Watch within a few centimetres of the contactless reader.
  2. Wait until you feel a gentle tap. You will see Done and a checkmark on the display letting you know your payment was approved.

Google Pay

  1. Unlock your phone or open Google Wallet on your wearable.
  2. Hold it near the reader and look for the check mark.

Samsung Pay

  1. Get started by selecting the app icon or by swiping up from the bottom of your screen.
  2. Authenticate your identity easily using iris or fingerprint*, or just enter your PIN.
  3. To purchase, simply hold your phone over any point-of-sale (POS) terminal accepting payment cards that tap, swipe or scan.

No, WiFi or data is not needed to pay with mobile wallet in stores.

The device number may be required by the merchant when processing a refund. Follow the steps below to locate the device number.

In Apple Wallet:

  1. Tap on the card
  2. Select the menu icon from the top right.
  3. View the Device Account Number

In Google Wallet:

  1. Tap on the card
  2. At the bottom, tap Details.
  3. View the Virtual Account Number

In Samsung Pay:

  1. Select Menu, then tap Cards
  2. Tap on the card.
  3. View the Digital card number.
 

Online Bill Payments

 

In Online Banking:

  1. Select Payments from the left hand menu, then select Add/Delete Payees.
  2. Select Add Payee from the top menu.
  3. You may choose to Search by Payee Name or Browse by Type. Once you locate the correct payee (refer to your bill from the vendor for the correct name), enter in your account number for the payee which you will find on your bill. Be sure to enter all of the digits.
  4. Submit.

In Mobile App:

  1. Select Pay Bills.
  2. Select Manage Payees from the top menu, then select Add Payee on the next screen.
  3. You may choose to Search by Payee Name or Browse by Type. Once you locate the correct payee (refer to your bill from the vendor for the correct name), enter in your account number for the payee which you will find on your bill. Be sure to enter all of the digits.
  4. Submit.

If you just submitted a bill payment and realize that you selected the wrong payee, you do have the ability to cancel the payment using the Mobile App only. Please note: The ability to cancel a bill payment is limited to a short period of time immediately following the submission of the payment and must be cancelled through the Mobile App.

To cancel a bill payment from the Mobile App:

  1. Select Pay Bills.
  2. Select Scheduled from the top menu.
  3. You will see the bill payment that you just submitted and an option to delete will appear in red just below it. Delete the payment here.

Scheduled Bill Payments can be cancelled anytime before the payment date. These types of bill payments can be cancelled through desktop Online Banking and through the Mobile App.

To cancel a Scheduled bill payment in Online Banking:

  1. Select Payments from the left hand menu.
  2. Select Scheduled from the top menu.
  3. You will see the bill payment that you just submitted. Delete the payment here.
 

ClickSWITCH

 

You can enroll in ClickSWITCH through desktop online banking. This service is not available through the mobile app.

  1. Login to online banking.
  2. Select Payments from the menu on the left, then ClickSWITCH.
  3. Select the Accounts that you would like to use for direct deposits or automatic bill payments, then click Enroll and Sign In. *Be sure to select all of the accounts that you may want to use as you will not have the opportunity to select additional accounts once you enroll. To have additional accounts added, contact a branch.
  4. Read and Accept the Terms of Use.
  5. Now you will see the ClickSWITCH dashboard. Select Switch Direct Deposits or Switch Recurring Payments depending on what you would like to do.
  6. Choosing Enter Details will allow you to manually enter all of the information. Choosing Use Switch Assist will have you login to your other financial institution’s online banking to review the direct deposits and recurring payments you have set up.
  7. If you select Enter Details, enter the requested information on the next screens to complete the switch. NOTE: If you are setting up a recurring bill payment that is NOT a fixed monthly amount, enter “Monthly Due” in the amount field to indicate that you would like to pay the full amount due each month.
  8. Review the confirmation screen. There may be additional instructions here.

The status of the recurring payment and direct deposit switches you complete will be updated within ClickSWITCH.

  1. Login to online banking.
  2. Select Payments from the menu on the left, then ClickSWITCH.
  3. Select View Existing Switches from the ClickSWITCH dashboard.
  4. Your switches will appear here with a Current Status.
 

CRA Direct Deposit Enrolment

 

CRA Direct Deposit enrolment must be completed through desktop online banking. This service is not available through the mobile app.

  1. Login to online banking.
  2. Select Account Services from the menu on the left, then Setup CRA Direct Deposit.
  3. Complete the next three steps; Payment Information, Authorization, and Confirmation.
  4. Once you will be presented with a final confirmation screen. Please confirm that your direct deposit enrolment was successful by logging into your CRA account directly the following day.

Once you provide consent for your banking information to be shared with the CRA, your direct deposit information will be updated by your financial institution the following day. The CRA aims to process your direct deposit enrolment or information updates in one or two business days. Given the current environment, you may experience longer than usual processing times once the CRA receives your information from your financial institution.

If you are fully registered for CRA’s My Account, you can verify your direct deposit information through the online self-service portal.

MemberDirect Small Business Online Banking

 

The MemberDirect Small Business Online Banking guide will help you get started.

Delegate passwords can only be reset by the account Signer who created the delegate's access. 

 

CRA Business Payments

 

You can file and pay/remit the following business tax payments in Online Banking:

  • GST/HST 34
  • GST/HST Amount Owing Remittance (RC 159)
  • GST/HST Interim Payments Remittance (RC 160)
  • Corporation Tax (RC 159/RC 160)
  • Payroll & Source Deduction - Current Year

The CRA Business Payments Online guide will assist you in making online payments.

 

CRA Direct Deposit Enrolment 

 

This CRA direct deposit enrolment only applies to Canada Emergency Wage Subsidy (CEWS) payments. It does not apply to direct deposit requests for the corporation income tax refund and GST sales tax refund.

  1. Login to online banking.
  2. Select Account Services, then select the option for CRA Direct Deposit for Businesses (CEWS).
  3. Complete the next steps; Payment Information, Business Information, Your Information and Confirmation.
  4. Once you have completed the steps, you will be presented with a final confirmation screen. Please confirm that your direct deposit enrolment was successful by logging into your CRA My Business Account directly the following day.