Frequently Asked Questions
Login - Using Your MEMBER CARD® and Personal Access Code
Do I use my MEMBER CARD® (ATM) PIN number or my Online Banking personal access code (PAC) number to log in?
You will use your Online Banking personal access code (PAC) to log in to Online Banking. It is a minimum of five digits. Your MEMBER CARD® (ATM) PIN will work only at ATMs and debit machines.
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Why doesn't my old personal access code (PAC) work anymore?
Each individual member must have their own personal access code (PAC). Some members may need to create a new personal access code because their previous one was actually their spouse's or joint member's personal access code. To set up a new personal access code call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) or visit your branch.
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Can I still log in using my account number?
You can log in with your account number until the end of 2007, after which you must use your MEMBER CARD® to log in to Online Banking. Click here to log in using your existing account number and personal access code.
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I don't have a MEMBER CARD® now. How do I order one?
To receive a MemberCard immediately you can visit any Westminster Savings branch, or call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) to have a MEMBER CARD® mailed to you.
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Why do I need a MEMBER CARD® to log in?
Using your MEMBER CARD® to log in to Online Banking will help make Online Banking more secure and personalized. It is important for your security that Westminster Savings can identify each individual - not just account - that logs in to Online Banking. Because your MEMBER CARD® is yours alone, we can be sure that we know exactly who has accessed your account.
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Will I still be able to use my MEMBER CARD® at ATMs or debit ("Interac") machines?
These changes to Online Banking do not affect your ability to use ATMs or debit machines. If we have issued you or your business with a new MEMBER CARD® you will be able to use your old MEMBER CARD® until your new one arrives in the mail.
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I have more than one MEMBER CARD®. Which one should I use to log in to Online Banking?
If both cards have your name on them you can use either one to log in to Online Banking. If you have more than one membership at Westminster Savings you may require a separate MEMBER CARD® - and personal access code (PAC) - for each membership.
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Will I be able to log in to Online Banking if my MEMBER CARD® is lost or stolen?
No. For your protection once your MEMBER CARD® has been reported lost or stolen we will disable access to all services that use that card, including Online Banking. You can call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) or visit your branch to order a replacement MEMBER CARD® immediately.
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Why do I need to replace my MEMBER CARD®?
There are four reasons why you might need to replace your MEMBER CARD® (without charge):
- You want to access your business accounts in Online Banking. Even though your current MEMBER CARD® can access business accounts in Online Banking it may have been issued under your personal name. We need to issue you a new card under your business' name.
- Your card does not have a unique number. A small number of members have a MEMBER CARD® with the same number as another member, usually a spouse. This does not affect ATM or debit machine access, and security is not compromised, but if your card does not have a unique number then it must be replaced to work in Online Banking.
- Your card has been reported lost or stolen. For your protection we disable all services that use your MEMBER CARD®, including Online Banking.
- The number on your MEMBER CARD® cannot be read. The number on some cards may be worn down so that it cannot be read.
Login - Security Features
I've never had a problem using Online Banking before. Why do we need all of this extra security?
Online fraud and identity theft are increasingly becoming a challenge for financial institutions and their clients. Westminster Savings wants to make sure it uses industry leading methods to protect our members and our reputation. While we want to make sure that our services are convenient and easy to use, we also want to make sure that they are very secure.
As well, in 2008 Westminster Savings will be introducing a number of new features in Online Banking, including the ability to email money to any other person in Canada and to transfer money directly to or from another financial institution. These convenient features will require additional security to protect you from fraud and theft.
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Will I need to choose three challenge questions every time I log in?
No! Once you have chosen three challenge questions you won't be asked to do it again unless you have incorrectly answer your security questions or your MEMBER CARD® is replaced.
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Can I change my security challenge questions after I've set them up the first time?
Yes! Once you have set up your security challenge questions the first time you can change these in Online Banking in the "Member Services" section.
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Why do I need to choose security challenge questions?
Security challenge questions are an additional way for Westminster Savings to be sure that an authorized person is accessing their accounts. Because these questions are personal, they will help protect your accounts even if someone has your MEMBER CARD® number and personal access code, or you have been the victim of an identity theft.
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Will I need to answer a security challenge question each time I log in?
You will only need to answer a security challenge question if you have not "registered" your computer. You can register your computer when you set up your security challenge questions or later on simply by clicking the "Register this computer" box when you're asked your security challenge questions, but remember, you should only register a computer on which you are the main user.
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What do I do if I forget the answer to my security challenge questions?
You will have three opportunities to answer your security challenge question correctly. If you answer a security challenge question incorrectly more than three times you will need to call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) to have your questions reset. We will verify your identity at that time to make sure no one is attempting to gain unauthorized access to your account.
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Sometimes I'm asked to answer my security challenge questions, and sometimes I'm not. Why?
You will need to answer your security challenge questions at any computer that you haven't registered, especially public computers that are accessible to many individuals. You can register your computer when you set up your security challenge questions or later on simply by clicking the "Register this computer" box when you're asked your security challenge questions, but remember, you should only register a computer on which you are the main user.
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Viewing My Accounts
Why am I seeing other people's accounts when I log in? Can I hide these other accounts?
When you log in to Online Banking with your MEMBER CARD® you will see all of the personal accounts that belong to you ("primary"), that you are joined to ("joint"), or on which you have a power of attorney. In other words, you will see, in one glance, all of the accounts that you have a right to access at Westminster Savings Credit Union. This is for your convenience and security.
If you don't wish to see some of your accounts you can use the links above the first account to only show the accounts you wish to see.
If you believe that you should not have access to some of the accounts that you see please call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) or visit your branch.
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Will my spouse/child/parent be able to see my accounts when they log in?
If your spouse, child or parent is joined or has a power of attorney on your account then you have already granted them the privilege of seeing and accessing your accounts. Westminster Savings cannot deny an individual access to an account to which they are entitled to access. If you believe that someone may have access to your accounts in Online Banking and shouldn't please call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) or visit your branch.
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I have a power of attorney on someone else's accounts. Why do I see these accounts in Online Banking?
For your convenience you will see all of your own accounts and any account to which you have a legal Power of Attorney. If you don't wish to see some of your accounts you can use the links above the first account to only show the accounts you wish to see.
If you believe that you should not have access to some of the accounts that you see please call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) or visit your branch.
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When I log in I don't see all of my accounts. What should I do?
If you expect to see more accounts when you log in to Online Banking make a note of the accounts that you do see and all our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) or visit your branch. We will make sure that all of your accounts have been set up correctly so that you can see them in Online Banking.
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Why can I see a member number but no accounts underneath it?
Each one of our members has their own unique member number in our system, and the number that you may be seeing is your own member number. The reason that there are no accounts underneath may be because your main accounts are attached to another member, usually a spouse (you should see these accounts under another number).
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Business Accounts
Can I view my business accounts in Online Banking?
You can view your business accounts in Online Banking by using a MEMBER CARD® and personal access code for your business. Your business MEMBER CARD® will have your business name on the front of it. For security purposes you cannot view your business accounts with your personal accounts.
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I don't need a MemberCard for my business. Do I still need to order one to log in to Online Banking?
You will need to order a MEMBER CARD® for your business to log in to Online Banking. If you do not want to be able to use this MEMBER CARD® at an ATM or debit ("Interac") machine - in other words, you only need it to log in to Online Banking - we will ensure that the ATM and debit features are disabled.
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When I log in with my business MEMBER CARD® I don't see my business accounts. Why?
Even though you may have used your MEMBER CARD® to access your business accounts at an ATM or debit machine, the card may have been created under your personal account (it may even have your own name instead of your business name on the front of the card). To use your MEMBER CARD® to log in to Online Banking we will need to create a new card and Online Banking personal access code (PAC) under your business accounts. To receive a new MEMBER CARD® for your business immediately you can visit any Westminster Savings branch, or call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) to have a MEMBER CARD® mailed to you.
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I use Business Express Internet to view my accounts. Do I need to use a MemberCard to log in now?
No. The changes we have made in Online Banking do not affect clients using Business Express Internet. You will continue to use the same user name and password to access Business Express Internet.
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Can I view my business accounts with my personal accounts in Online Banking?
For your protection we require that you log in separately when you view your business accounts.
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Troubleshooting
I'm getting an error message when I try to log in using my MEMBER CARD®. What should I do?
Read the error message carefully because it may tell you what went wrong and how to fix it. If you continue to get an error message call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) for assistance. If you are calling after business hours you can still log in using your account number and personal access code.
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Online banking isn't accepting my MEMBER CARD® number. What should I do?
Make sure that you have correctly entered your MEMBER CARD®number. The first eight digits is already entered for you so you only need to enter the last eight digits of your MEMBER CARD® number. Make sure that, when you're done entering your MEMBER CARD® number, there are sixteen digits in the login field, beginning with 58162600. If you have entered your MEMBER CARD® number correctly and you still encounter a problem call our Member Service Centre at 604-517-0100 (outside the lower mainland call 1-877-501-0100) for assistance. If you are calling after business hours you can still log in using your account number and personal access code.
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