Banking System Upgrade

We've recently upgraded our banking system

We’re excited about this improved tool, as it will help us serve our members better. A soft copy of the member info guide is available below for download. Read it to understand what happened during the upgrade.

And don’t hesitate to call us with any questions. We’re here to help.

UPDATE: Mobile banking app for Android available
May 13, 2019 - The Android version of our mobile banking app is now available in the Google Play store. Members will be forced to upgrade to this newest version (13.17.6) which requires Android 4.4 or later. For optimal results, the previous version of the app should have been de-installed.

UPDATE: Mobile banking app, iOS version, now available
May 9, 2019 - Good news for members: The iOS version of our mobile banking app is now available in the iTunes App Store. Members will be forced to upgrade to the newest version (v.13.17.6) which requires iOS 9.0 or later. Compatible with iPhone, iPad and iPOd touch. For optimal results, the previous version of the app should have been de-installed.

UPDATE: Issues with logging onto online banking
May 9, 2019 - If members are experiencing issues logging onto online banking, they are reminded that, if it is their first log-in attempt after our upgrade, they should change their password on their desktop first, not on their mobile. Also, for optimal results, members should use Google Chrome as their preferred browser followed by Firefox and Safari.

UPDATE: Delay in stocking mobile banking app in Google Play store
May 6, 2019 - We continue to work with our technology partners to resolve the technical issues with the newest version of our banking app for Android devices. Testing begins Wednesday with stocking in the Google Play store expected by end of week or early next. We apologize for the inconvenience that this delay is causing and will continue to update. (The latest version for iOS devices is still on track for end of day, Friday, May 10 in the iTunes App Store.)

UPDATE: Changing online banking password on or after May 6
May 6, 2019 - Members who are registered for online banking are to change their password first on their desktop, not on their device (phone or tablet) when ready to log onto online banking for the first time on or after May 6. This applies to members who also access their accounts through the web on their device since the mobile banking app is not yet currently available.

Please refer to the info guide for the steps to create a strong password. Scroll down for a soft copy and see page 20 for details.


UPDATE
: Online banking now available
Revised May 5, 2019, at 12:18pm: We've resolved a technical issue relating to online banking and this service has been restored. We apologize for the  inconvenience that our members experienced this morning.


REMINDER: Deinstalling our mobile banking app to prepare for the latest version
May 3, 2019 – Read these helpful instructions for how to delete the app on iOS or Android devices. We recommend deleting our banking app this weekend before you re-install the latest version, which will be available beginning next week. This new version should be available by end of day, May 7, in GooglePlay, or by end of day, May 10, in the iTunes stores.

  • To delete an app on an iPhone or iPad, click here for instructions.
  • To delete an app on an Android device, click here for instructions.

REMINDER
: Downloading account activity + monthly member statements

May 3, 2019 – Members who regularly download their account activity should do so well before 6 p.m. today for each account. Simply select the preferred format under "Advanced options" in the left navigator when logged onto online banking.

Remember too that monthly member statements are also available in PDF format. These date back to 2013. If you’re unable to download your monthly statements before today (May 3), contact your home branch after May 13. We believe the post-upgrade week will be busy, so unless your request is urgent and you need these PDFs before this date, we will process these requests after May 13.


UPDATE: Receiving funds through Interac e-Transfer
May 2, 2019 – A reminder that the cut-off for receiving or accepting funds is 12 noon ET today. Please note that funds can only be accepted at this time through the desktop, not mobile web or app.


UPDATE: New cut-off date for sending an Interac e-Transfer

April 29, 2019 – The new cut-off for sending funds is now 8pm ET, Wednesday, May 1. (It had originally been published in the guide as 12 noon ET, Monday, April 29.) The cut-off date for receiving or accepting funds remains as 12 noon ET, Thursday, May 2.


  • Banking System Upgrade: Guide for Members (MEMBER - 448.18 KB)

    An information guide has been developed, explaining what this upgrade might mean for our members.  It contains useful information and the steps members can take to prepare, as there are some items that will need attention. (Members who are registered for online banking with us will receive a hard copy of the guide by mail.)

The weekend at-a-glance | Where to get help Expand/Collapse

For more information about our upgrade happening this coming weekend (May 4–5), and how this may affect you, download a copy of our information guide, posted here.

The weekend at-a-glance
As of 6:01 p.m., Friday, May 3, 2019:
•    IC Savings ATMs will be offline.
•    Both mobile and online banking will be unavailable.
•    All branches will close for the weekend, including Saturday, May 4.

As of start of business (9:30 am) on Monday, May 6, all retail banking services except for mobile banking* will resume and branches will re-open.

*Shop for the updated banking app the week of May 6. We expect it to be stocked in Google Play within two days of our upgrade (by end of day, May 7) and in the iTunes App Store within five days (by end of day, May 10).

I have questions. Where do I go to get help?
We’re ready to answer your questions. If you cannot find an answer in the guide, there are several ways for members like you to get the help you need.

1.    Your best resource will always be your home branch team. In the days leading up to and following the upgrade, members should call or visit their home branch with questions. We’re here to help, so don’t hesitate to reach out.

2.    During the upgrade weekend and until June 2, 2019, members can call 1 (877) 212-3264. A call centre will be ready to take your questions starting at 6:01pm, May 3.

During the upgrade, the call centre will have extended hours. It will be open from 6pm to 11pm on May 3, and from 7am to 11pm on May 4 and 5.

After the upgrade (May 6 onwards), it will be open seven days a week from 8 am to 8 pm.

For security reasons, call centre staff can’t access the banking system, but they will answer those questions they can, collect all the necessary information and share this with your home branch team for a response.

3.    Bookmark our web page or follow us on Twitter and Facebook for updates through the weekend.

FAQs: When & what will happen | Preparing for the upgrade | Statements Expand/Collapse

For more information about our upgrade happening this coming weekend (May 4–5), and how this may affect you, download a copy of our information guide, posted here.

When is the upgrade happening?
We’ll upgrade our banking system the weekend of May 4 and 5, 2019 and will resume normal operations at the start of business (9:30 am) on Monday, May 6, 2019.

This means that, as of 6:01 p.m., Friday, May 3, our ATMs will be offline, online and mobile banking will be unavailable and our branches will be closed, including Saturday, until the start of business (9:30 a.m.) on Monday, May 6, 2019.

Please know that we’re working hard to minimize the inevitable service interruptions that you may experience during this upgrade, and we’re here to help if you have questions.


What will happen during this upgrade?
Over the course of this weekend, we’ll migrate all member account data to our upgraded system. We’re excited to use this enhanced tool that we’ll use to manage and record the daily transactions and account information of our members.

As we work through the weekend, you won’t be able to log onto online banking, use our mobile banking app or use our own ATMs to deposit, withdraw or transfer money, pay a bill or check your account balance. 

You can, however, use your Member Card for retail point-of-sale purchases or to withdraw money at the ATMs of other financial institutions. Members should remember, however, that they can avoid paying a surcharge fee when they use a ding-free® ATM, which can be located on our website, or at www.ding-free.ca.

During the upgrade, the following services will be unavailable until Monday, May 6:
•    Branches will be closed.
•    IC Savings ATMs will be offline although members can use their Member Card for retail point-of-sale purchases or to access funds at any other financial institution’s ATM. To avoid paying a surcharge fee, members should use a ding-free ATM. (See below.)
•    Mobile banking app will be unavailable. (See below.)
•    Online banking will be unavailable.

About ding-free ATMs
Your Member Card is the way to withdraw funds at any other credit union’s ATM on THE EXCHANGE® or ACCUTEL® national networks —without paying a surcharge to do so. Locate these ATMs at www.ding-free.ca. Now, that’s co-operative banking!

About our mobile app
*Shop for the updated banking app the week of May 6. We expect it to be stocked in Google Play within two days of our upgrade (by end of day, May 7) and in the iTunes App Store within five days (by end of day, May 10).


How can I access money over the weekend?

Members can continue to use their Member Card® for point-of-sale retail purchases, or to withdraw funds at the ATMs of other financial institutions. However, to avoid paying a surcharge fee, members can withdraw funds from any credit union’s ATM on The EXCHANGE national network. Download the free app at www.ding-free.ca to locate other credit union ATMs. (However, members who use another financial institution’s ATM to access funds will see a surcharge fee.)

For larger purchases made over the weekend, members may also wish to consider an alternate form of payment like a credit card.


How can I prepare?

If you’re an active member of our credit union, are registered for online banking and use our mobile banking app, you will want to review the information guide. This booklet will take you through some of the steps you may need to take to prepare since some services will be affected.  

When you receive the guide, we hope you will read the entire booklet. However, if your time is tight, please read at least the following:
•    Pages 6-7 for key dates and activities related to this upgrade.
•    Page 16 for information about mobile banking.
•    Pages18-22 for information about online banking.
•    Page 19 for information about how and when Interac e-Transfer® will be affected.


What stays the same? What won’t change after the weekend?

There are a number of features that remain after we upgrade our banking system. Among them:

Pre-authorized transactions – Any pre-authorized transactions that members have set up will continue. These include credits like a payroll deposit and debits like automatic bill payments. This information will carry over after the upgrade.

Bill payees –A member’s list will be retained after the upgrade and will continue to be visible online or on their mobile. Members won’t need to re-enter any bill payee information after the upgrade.

Member PIN – Members can continue to use their four-digit personal identification number (PIN) associated with their Member Card. This does not need to be reset.

Cheques & cheque imaging service –Members that have personal or business cheques can continue to use these until their supply is finished. No need to reorder new ones as a result of the upgrade.

Additionally, once improvements are complete, we’ll continue to offer our cheque imaging service to members who are registered for online banking. Except in the case of certified cheques, members can continue to view a scan of their cleared cheques online as they do now. Business members who opt for print statements will continue to see a scan of the front of the cheque included with the statement.


Where can I go to get my previous monthly member statements?

Members are encouraged to download monthly statements well before May 3, 2019. PDFs are posted online, dating back to 2013. If you’re unable to download your monthly statements before May 3, contact your home branch after May 13. We believe the post-upgrade week will be busy, so unless your request is urgent and you need these PDFs before this date, we will process these requests after May 13.

FAQs: About mobile banking and Interac e-Transfer Expand/Collapse

For more information about our upgrade happening this coming weekend (May 4–5), and how this may affect you, download a copy of our information guide, posted here.

Why can’t I bank on my phone?
If you’re trying to access mobile banking anytime between 6:01pm on Friday, May 3 to start of business (9:30 am) on Monday, May 6, you will see a message that indicates that this service is unavailable.

You will also be forced to upgrade to the latest version of our banking app once it becomes available after the upgrade on Google Play and the App Store.

We strongly recommend that you uninstall the current version of the banking app from your phone during this weekend and access the latest upgrade once available. We apologize for this inconvenience and remind members that they can still bank online if they visit www.icsavings.ca.

Read the next Q&A for more information about availability.  


When will the newest version of the IC Savings mobile banking app be available for download?

The newest version of the mobile banking system can only be loaded onto either Google Play or the App Store after the banking system upgrade is complete. Availability dates are as follows:
•    Within two days, or by end of day May 7, on Google Play for Android™ devices
•    Within five days, or by end of day May 10, on the iTunes App Store for iOS® devices


What if I enabled features on my app like QuickView, memorized log-ins and Touch ID?

If you activated or enabled any of these features, these will not be carried over and will need to be reactivated once you upgrade to the newest version of the app.


What about my Interac e-Transfer® list of recipients? Will I see this after the upgrade?

The recipients list will also not carry over. Members are encouraged to take a screenshot of this list before the weekend since they will need to log onto online banking and re-enter this information after the upgrade is complete. Since online banking powers the mobile banking app, this information, once entered in online banking, will be visible on the mobile banking app.


Are there cut-off dates for sending and receiving an Interac e-Transfer®?

Ample time has been built to process and clear any Interac e-Transfer so it doesn’t get caught in our transaction freeze over this weekend. Members should be aware that:
•    the latest date to send money is 8pm ET on Wednesday, May 1, 2019 (REVISED)
•    the latest date to accept or receive money is noon ET on Thursday, May 2, 2019.


What happens if the money that I’ve sent is not accepted by the cut-off date?

Any funds that a member sends and which are not accepted by the recipient by noon ET, Thursday, May 2, 2019 will be reversed and deposited back into the member’s account. The member will then need to re-issue the Interac e-Transfer after the upgrade, or as early as May 6, 2019. The member will not incur any service charges to do this; you will only see this service fee listed once on your statement.

FAQs: About online banking and Interac e-Transfer Expand/Collapse

For more information about our upgrade happening this coming weekend (May 4–5), and how this may affect you, download a copy of our information guide, posted here.

Why can’t I get onto online banking?
The upgrade that we are undertaking is part of our larger commitment to protecting your information. Whether it’s the temporary password or its expiry or a new user ID, all are measures we are taking to safeguard your information.

On or after May 6, make sure you have two pieces of information when you log onto online banking for the first time: a new user ID and a temporary password.
1.    Your new user ID will be the 19-digit number on the face of your Member Card. (See the following Q&As if you do not have a Member Card or have more than one.)
2.    You will receive a temporary password by mail the week of April 22, 2019. Use it at your first log-in on or after May 6 and by June 1, 2019 as it will expire by end of that day. You’ll then be prompted to create a new password since your old one will no longer be recognized.

If you have not received the temporary password by late April, please contact your home branch for assistance.

Additionally, please note that, during this process, you will also be required to select new security questions for increased authentication.


How do I get onto online banking if I don’t have a Member Card®?

You will be mailed a convenient card showing a 16-digit number. Expect to receive this the week of April 22. Use this number as your user ID, and in combination with your temporary password, when logging onto online banking on or after May 6. You will no longer use your member number to log on. If you do not receive the card by late April, please contact your home branch. (Be sure to store this card in a safe place.)


I have several Member Cards. Which number should I use to log onto online banking?

Members who have more than one Member Card will be notified which 19-digit card number will be connected to their online banking profile. That confirmation will be sent by mail the week of April 22, 2019. Regardless of how members use their cards at an ATM or for retail point-of-sale purchases, members will only use this one particular number to log onto online banking.


I didn’t receive a temporary password in the mail and I can’t set myself up again for online banking. What do I do now?

Members who have not received their temporary password by mail by late April, should contact their home branch before the May 4–5 weekend. We’re here to help, and can get you set up.

Why can’t I see my account transaction history?
As we upgrade our banking system, not all information like your account activity will automatically migrate over. When you log onto online banking after the upgrade, your closing balance of Friday, May 3 will become your opening balance of Monday, May 6. You will not see transactions from Friday, May 3 or earlier populating your account activity when viewing your accounts online.

General rule of thumb: Information that a member has entered to personalize a service is generally not part of the banking system, and because it isn’t, cannot transfer over with the upgrade. For example, a member’s password is never stored within the banking system nor is a recipients list to initiate an Interac e-Transfer. Both are examples of information that is not stored in our banking system and these will need to be reset or entered again as the case may be.

One final word: Two statements for each Canadian, U.S. dollar and euro currency account that a member owns or has a legal role in will be made available for the April-May period. We fully expect that statements will be mailed and e-statements posted online at the usual time.

•    The first statement for the period April 1 to May 3 will reflect the format that members are used to seeing.
•    The second statement will combine all accounts owned by the member and those the member has a legal role in with related activity for the period May 4 to 31.


Why can’t I see my Interac e-Transfer® recipients list?

A. The recipients list will not carry over since this information isn’t actually stored on our banking system and this service is apart from our banking system and provided by Interac®, our third-party partner.

Members are encouraged to take a screenshot of their list well before the weekend since they will need to log onto online banking and re-enter this information on or after May 6. Since online banking powers the mobile banking app, this information, once entered again, will become visible on the mobile banking app.

General rule of thumb: Information that a member has entered to personalize a service is generally not part of the banking system and, because it isn’t, cannot carry over with the upgrade. A member’s recipients list for completing an Interac e-Transfer is an example of information that’s not stored in our banking system and will need to be entered again after the upgrade.


Are there cut-off dates for sending and receiving an Interac e-Transfer®?

Ample time has been built to process and clear any Interac e-Transfer so it doesn’t get caught in our transaction freeze over this weekend. Members should be aware that:
•    the latest date to send money is 8pm ET on Wednesday, May 1, 2019.
•    the latest date to accept or receive money is noon ET on Thursday, May 2, 2019.


What happens if money that I’ve sent is not accepted by the cut-off date?

Any funds that a member sends and which are not accepted by the recipient by noon ET, Thursday, May 2, 2019 will be manually reversed and deposited back into the member’s account. The member will then need to re-issue the Interac e-Transfer after the upgrade, or as early as May 6, 2019. The member will not incur any service charges to do this; the member will only see this service fee listed once on their statement.


Where can I go to get my previous monthly member statements?

Members are encouraged to download monthly statements well before May 3, 2019. PDFs are posted online, dating back to 2013. If you’re unable to download your monthly statements before May 3, contact your home branch after May 13, 2019. We believe the post-upgrade week will be busy, so unless your request is urgent and you need these PDFs before this date, we will process these requests after May 13.

FAQs: General questions about the system upgrade Expand/Collapse

For more information about our upgrade happening this coming weekend (May 4–5), and how this may affect you, download a copy of our information guide, posted here.

What is a banking system?
A banking system is simply the software that financial institutions like our credit union use to manage and record the daily transactions and account information of our members. While our current banking system has served us well over the years, our business needs have evolved and become more complex, as have cyber security risks and the regulatory environment in which we operate. Because of this, we are upgrading our banking system this spring.


Why is IC Savings upgrading its banking system?

We’re excited about this upgrade because it will allow us to introduce new services and features to serve you better and because it underscores the commitment we make to you about protecting your data.

New services and features include consolidated online account summaries and MemberDirect® Small Business Services. In the near future, we’ll also introduce auto-deposit and request money with Interac e-Transfer®.

The upgrade that we are undertaking is part of our larger commitment to safeguard your information. Whether it’s the temporary password or its expiry or a new user ID, all are measures we are taking to safeguard your information. In the near future, we’ll also introduce Google’s reCAPTCHA for advanced online security.

These are some of the ways that we’re using technology to make your financial life simpler and easier while ensuring that we’re doing our very best to keep your data secure.


Is my money safe?
Absolutely. We’ve taken every step with our project partners to ensure that your information like your account balance(s) will transfer smoothly and securely during the upgrade.

When you log on, you will see that your closing balance of May 3 will become your opening balance of May 6. We encourage all members to take screen shots of their account before the weekend and to compare this information with what they will see on or after May 6 when they first log on. If, come May 6, you see anything that concerns you, simply contact your home branch team.


Is my account information safe?
We’ve taken every step with our project partners to ensure that your account data will transfer smoothly and securely during the upgrade.

Please note that, as we upgrade our banking system, not all information like your account activity will automatically migrate over. So, when you log onto online banking after the upgrade, your closing balance of Friday, May 3 will become your opening balance of Monday, May 6.

Come that date, you will not see transactions from Friday, May 3, or earlier populating your account activity when viewing your accounts online. However, two statements for each Canadian, U.S. dollar and euro currency accounts that you own or have a legal role in will be made available for the April-May period. We fully expect that statements will be mailed and e-statements posted online at the usual time.

  • The first statement for the period April 1 to May 3 will reflect the format that members are used to seeing.
  • The second statement will combine all accounts owned by the member and those the member has a legal role in with related activity for the period May 4 to 31.
 

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