Frequently Asked Questions

Your banking account number that can be located in online and mobile banking, on your statement, or by contacting your branch. 

How to find your Account Number:
1. On your main dashboard "My Accounts", click on "Account Name" under the Account Summary section
2. Expand or click on the "+" icon to view details
3. Your "Account Number" will be listed for you

Do you need a direct deposit or pre-authorized payment form? Click Here to download.

Note: After the February 2025 banking system upgrades, existing cheques, direct deposits, and pre-authorized payments you have set up will continue to work with your previous account number.

Yes! To make it easier to identify your personal banking accounts, you can give them a nickname. Visit the My Accounts Dashboard, where all your accounts are listed under your profile. To rename an account, click the three dots under the Actions column and select “Rename Account” from the dropdown menu.

You can link your Collabria Credit Card at the bottom of the Account Summary screen in online banking and follow the on-screen instructions. It is recommended to use a desktop or laptop to link your credit card.

Access Cardwise / MyCardInfo: HERE

If you are a Business Cardholder on a Consolidated Pay Structure, two digital account management solutions are available to you. Learn more about digital account management by visiting Collabria’s Help Page here.

As a new Small Business Banking member, your first log in to online banking should be completed from a desktop or laptop web browser. You will be prompted to review and accept the Direct Services Agreement. This will give you access to additional features available to Business Members. If you have any questions, please contact us directly.

Here is a link to manually upload documents: Go to QuickBooks Support

How can you convert a PDF to a .CSV file? Follow these helpful steps:

1. Login to your online banking
   (Use a laptop or desktop for best results)
2. Download and then Open your saved PDF e-Statement
   • If you don’t have an Adobe PDF Reader, download it for free or use this website (Note: It’s better to use the reader on your computer for security reasons, but the website can work if needed)
3. Export the PDF to Excel
   • In Adobe PDF Reader, click the Menu (hamburger icon, top left), select Export PDF, then choose Excel. Save the file.
4. Convert the Excel file to .CSV
   • You can either:
     • Use an online converter, or
     • Open the Excel file, go to File > Save As, and select .CSV (Comma Delimited)

You can now follow the steps linked in the QuickBooks Support article to formate your .CSV file and then manually upload your file. These steps are based on using a PC with current software and updates. They may change slightly depending on your computer or laptop.

For business or organization members, your Group Member Login ID is the new, 11-digit number you will need to log in to online and mobile banking to access your business or organization’s accounts. Group Member Login IDs for your business/organization can be found in the letter which was mailed to the primary business owner on your account.

If you did not receive your Group Member Login ID information from the primary account holder, please reach out to them directly or contact us.

Reminder: In 2025, we completed a major system upgrade, and account activity is now divided into transactions before and after the upgrade. You can view your eStatements in online banking, or contact your branch if you need a copy of your account transaction history.

For security reasons, multiple unsuccessful login attempts will temporarily lock your online or mobile banking account. If this happens, you can wait for the lockout period to expire and reset your Personal Access Code (PAC) by selecting “Forgot Password,” or contact us for assistance.

To turn on alerts and notifications in your mobile app:

1. Select the "Alerts" tile or look for the "Bell" 🔔 icon on your dashboard (slide to locate)
2. Select "Manage"
3. Select all alert types
4. Click "Save"

Supported Website Browsers:

We no longer support Windows 8.1 and 10 (Microsoft support ended). We no longer support Firefox. 

Mobile Web Browsers and Operating Systems:

Mobile App Operating Systems

Our mobile app is optimized for mobile phone devices. Some features and/or screens may appear less than optimal on an iPad or other tablet devices.

Supported Mobile Devices:

Apple

Android:

*This information is subject to change with new releases and updates.

Steps to register for Interac e-Transfer^® Autodeposit in your mobile app: 

1. Select "Interac e-Transfer^®" tile
2. Select "Settings"
3. Select "Autodeposit"
4. Select "Add Email"
5. Complete the details and "Update"
6. Check your email and "Complete Registration" 

Before logging into online or mobile banking, we recommend removing any saved or memorized accounts, if applicable. You will then use your NEW Member ID or Group Member Login ID provided to you before the upgrades.

To remove saved profiles from the login screen:

1. Select "Manage Login Profiles"
2. Click the trashcan icon
3. Select "OK" to remove the profile from your list

If you experience issues logging into the mobile app, try uninstalling and reinstalling it from your app store. To clear your web browser cache, you can go to your browser's settings and select the option to "clear browsing data." You can also try the keyboard shortcut F5.

If problems persist, please contact your branch for support - we're happy to help!

1. Go to the "⚙️Manage Login Profile"
2. Click the "🗑️garbage can icon" to remove the saved profile
3. Enter your NEW MEMBER ID and current PAC (or password) to proceed

This security feature helps protect your account by requiring login confirmation via a notification sent to your personal cell phone or email. You can also use biometrics for a secure login to the mobile app.