I have received a new ATB customer card number. What should I do?
[PERSONAL BANKING CUSTOMERS /BUSINESS BANKING CUSTOMERS]
Contact ATBOnline® via secure messaging or call 1.866.282.4WEB (4932) so we can update your ATBOnline® account profile. You will not be able to access ATBOnline® with your old card number after your profile is updated.
How do I enrol to access my account information online?
[PERSONAL BANKING CUSTOMERS]
Navigate to ATBOnline® Banking. Click Sign Me Up. Please read and accept the terms and conditions to continue. After you submit your online registration, ATB will process your application and your account will be activated after 5 p.m. the next business day. For security reasons, you’ll need both your ATB customer card number and a web password to log on.
[BUSINESS BANKING CUSTOMERS]
Phone 1.866.282.4WEB (4932) between 7 a.m. and 11 p.m. Once you have registered, your local branch will contact you to pick up your Online Banking Package with log-on information. For security reasons, you’ll need both your ATB customer card number and a web password to log on.
[PERSONAL BANKING CUSTOMERS]
ATBOnline® banking gives you access to all your balances. Including chequing and savings accounts, term deposits, guaranteed investment certificates, registered retirement savings plan, personal loans, mortgages, and MasterCard. You must have legal signing authority to access any accounts online.
[BUSINESS BANKING CUSTOMERS]
ATBOnline® banking lets you access all your balances. Including business and agri-industry chequing and savings accounts, loans, term deposits, guaranteed investment certificates, and MasterCard. You must have legal signing authority to access any accounts online.
Account History lets you review transactions posted to your personal and business chequing, savings, or MasterCard accounts. Simply select the time period to review transactions on the Account History selection page. You can review all transactions posted to your account within the last 60 days.
When you select Account History, you can review details about each transaction you’ve made in the last 60 days. Details include the date, amount, and description of the transaction, and the balance in your account after the transaction was posted.
Are balances and past account transactions provided in real time?
[PERSONAL BANKING CUSTOMERS /BUSINESS BANKING CUSTOMERS]
Yes, ATB’s banking system is updated in real time as transactions are processed—whether via ATBOnline® or other channels. (Note, however, that MasterCard transactions are updated the following day.
[PERSONAL BANKING CUSTOMERS/BUSINESS BANKING CUSTOMERS]
Although you are not required to change your web password regularly, ATB recommends that you change your password at least every 90 days for added security.
Any automatic transfer or preauthorized payment that was set up through ATBOnline® can be stopped or modified through ATBOnline®. Automatic transfers that you set up in-branch, however, must be stopped or modified in-branch.
To stop or modify an automatic transfer, please send a secure message with the automatic transfer information, including the account it is taken from, the amount, and the date. Or call our Customer Contact Centre at 1.800.332.8383. Representatives are available daily from 7 a.m. to 11 p.m. MST.
Can I stop my future-dated ATBOnline® bill payments?
Future-dated ATBOnline® bill payments are those that are created and stored in your ATBOnline® account. Any future-dated bill payments you create online may be stopped or replaced with a new bill payment. To change or delete a non-recurring future-dated bill payment from ATB Online, please use the following steps:
On the navigation bar at the left side of the screen, select Pay Bills.
Click Future Dated Payments. If you have any payments set up, they will appear on the Future Dated Payments page.
Click the link for the payment you wish to change or delete. You will be given the option to change the payment details or to delete the payment by clicking Cancel This Payment or Cancel Payments.
Future-dated ATBOnline® transfers are those that are created and stored in your ATBOnline® account. Any future-dated transfer you create online may be stopped or replaced with a new transfer. To change or delete a non-recurring future-dated transfer from ATB Online, please use the following steps:
On the navigation bar on the left side of the screen, select Transfer Funds
Click Future Dated Transfers. If transfers are set up, they will appear on the Future Dated Transfers page.
Click the link for the transfer you wish to change or delete. You will be given the option to change the transfer details or to delete the transfer by clicking Cancel This Transfer or Cancel All Transfers.
ATBOnline® does not permit transfers between accounts of different currencies. To make a transfer between a US$ and a Cdn$ account, please visit your nearest ATB Financial branch. At this time, foreign currency accounts are “view only.”
How do I make a change to my existing ATBOnline® account?
[PERSONAL BANKING CUSTOMERS]
ATB has provided a number of subjects in the secure messaging page of ATBOnline®. Select the one that you wish to request, fill in the necessary information, and click Send. ATB will receive your message and make the necessary changes to your ATBOnline® customer configuration. The request will be acknowledged within two business days, and a confirmation message will be sent back to you.
[BUSINESS BANKING CUSTOMERS]
To add or delete an account or add another user, please contact your home branch.
You must first add bill-payment creditors to your banking profile. These creditors only need to be added once. To add a creditor to your ATB Online banking profile, do the following:
On the navigation bar at the left side of the screen, select Pay Bills.
Click on Bill Pay Profile.
Click the Add New button.
In the drop-down menu on the next page, select the name of the creditor you wish to add.
Enter your account number with that creditor.
Click Add.
Now that you have added this creditor, you are ready to make an immediate payment if you wish. Please be advised that bill payments made through ATBOnline® can take from two to five business days to be posted to your creditor. Bill payments made to an ATB Financial MasterCard through ATBOnline® will be reflected on your ATB MasterCard statement within one or two business days.
I have made a payment to the wrong creditor. Can I reverse the payment?
Yes. ATBOnline® has convenient built-in functionality to undo bill payments should you make an error. A payment may be reversed online the same day as the payment was made. This function is available under “Pay Bills”.
On the navigation bar at the left side of the screen, select Pay Bills.
Check Undo Bill Payment.
Select the bill you would like to undo and click Undo Bill Payment.
In the Undo Bill Payment Request pop-up box, click OK to confirm the reversal.
The funds from the bill payment will be reversed back into your deposit account as a “Credit Memo or Adjustment.” To see the reversal of funds from the bill payment, go into your transaction history under View Accounts.
[PERSONAL BANKING CUSTOMERS /BUSINESS BANKING CUSTOMERS]
View the complete list of the companies whose bills you can pay using ATBOnline® Bill Payment option.
When paying bills, how do I ensure the payee receives the payment before the due date?
To make sure bill payments are paid before the due date, please make your online bill payment at least four business days before it is due.
You can also schedule future-dated bill payments, to arrange ahead of time to have money automatically debited from your bank account to a bill payment creditor on a specific date. Not only does this make paying bills easier, it ensures that you never forget a bill and always pay on time.
If you prefer, some billing companies can also automatically debit your account whenever your bill is due. Please check with the bill payment creditor to see if they have this functionality.
How do I apply for the Alberta Gaming and Liquor Commission (AGLC) payment option?
[BUSINESS BANKING CUSTOMERS]
If you are not an ATBOnline® user, sign up for ATBOnline® by calling 1.866.282.4932 or 1.403.541.5247.
After you have signed up to use ATBOnline®, or if you are already using ATBOnline®, fill out this form to sign up with the AGLC to activate electronic payment. AGLC will review and approve the application.
Once the above application has been accepted, AGLC will notify both you and ATB. You then need to log on to ATBOnline® and set up the levels of tiered authority to pay AGLC bills.
We are committed to protecting your financial information and your privacy, which is why we have extensive security features in place to ensure that banking through ATBOnline® is safe and private.
We:
Require you to identify yourself on the web log-in page, before we grant you access to your accounts
Protect your account and log-in information behind secure firewalls
Send and receive your web account information in encrypted form
We don't::
Sell, share, or trade your Personal Information, or permit its use by any other company or organization
Require any of your Personal Information for you to receive general information on the products and services we offer
Use your Personal Information for any purpose other than serving you and identifying how we can best serve you
Ask you for any more information than we need in order to fully serve your financial needs
We need Internet security to ensure the information sent and received online is confidential and true. Here, "confidential" means that unauthorized users can’t read transmissions sent from one person to another. "True" means that messages aren’t altered during transmission.
What has ATB done to ensure the privacy and security of my information on ATBOnline®?
We are committed to protecting your financial information and your privacy, which is why we have extensive security features in place to ensure that banking through ATBOnline® is safe and private. We:
Require you to identify yourself on the web log-in page, before we grant you access to your accounts
Protect your account and log-in information behind secure firewalls
Send and receive your web account information in encrypted form
Can other people see my Personal Information when I’m using the web?
Your web browser encrypts data while it’s being transmitted. However, some browsers can store information in memory (cache) after it’s been sent. To ensure your Personal Information is protected, clear your cache after every visit to a secure site.
Can anyone else access my account information over the Internet?
ATBOnline® customer access requires you to enter your ATB customer card number and a web password that only you should know. Unless you have compromised your password by telling someone else, you are the only one who can access your account information.
Why should I select “Exit” when I’m finished using ATBOnline®?
Once you have signed in to ATBOnline®, you have begun an “active session.” If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts.
For your security, ATBOnline® will automatically end your active session if there is no activity on your computer for about 10 minutes. However, to eliminate any exposure, you should end the active session by selecting Exit.
What happens if I forget to log out when I’m finished using ATBOnline®?
ATBOnline® will automatically log you out after 10 minutes if no activity is detected. However, for your security ATB Financial suggests that you always log out when you have completed your online banking session.
Generally speaking, email is not a secure medium of communication. That means you should never include personal or banking information in an email you send to us or to anyone else. Some examples of Personal Information include your:
Social insurance number (SIN)
Date of birth
Account numbers
Credit card numbers
Personal identification number (PIN)
Customer card number
Passwords
If you have account-specific questions, please contact your nearest ATB Financial branch or call 1.866.282.4932.
I received an email from you asking for my electronic banking information. Is this a legitimate email?
No, that is not a legitimate email from ATB Financial. ATB Financial will never ask you to respond via email to any requests for Personal Information, including your passwords, customer card numbers, or login information.
Is it safe to give my credit card number when ordering something over the Internet?
Yes, it can be safe. But you need to make sure you are in a secure environment first. Look for the “secure transaction” symbol on your screen before entering your credit card number—it will look like a key or padlock somewhere on the very bottom of your browser window. If you don’t see this symbol, don’t enter your Personal Information. You should also verify the validity of the digital certificate to make sure it was issued from a trusted certificate authority like Verisign. Simply double-click the padlock icon to view the certificate’s details. [Back to Top]
Enhanced Security
How does the enhanced security work?
ATBOnline® security guarantee protects you when you access your ATBOnline® account by having you provide answers to personal identification questions that only you would know. Once you’ve registered, the security program will remember which computer you normally use, creating a unique ‘signature’. If unusual activity occurs, ATBOnline® will take the additional step of asking your personal identification questions, to provide even greater security to your online accounts. [Back to Top]
How do I get started?
Just sign in to your ATB Online account as you normally do. Once there, click on Other services and products on the left side bar menu then select Enhanced Security. You will be asked to choose five of 25 possible challenge questions from a drop-down list and provide the answers. Examples include: “What is the first musical instrument you learned to play?” and “Where does your nearest sibling live?”. When necessary, these challenge questions will be used to determine if an unauthorized user is trying to access your information. [Back to Top]
Are the answers to my challenge questions secure?
Yes. They are treated as securely as your password and are never displayed to anyone. [Back to Top]
What if I cannot remember the answer to a challenge question or give the wrong answer?
Please contact the Customer Contact Centre at 1.877.731.3501 (toll-free) or go into any ATB Financial branch and speak to one of our associates. [Back to Top]
Will my session time out when I am trying to answer the questions?
For your protection, the session will time out after 10 minutes, just as it does now. [Back to Top]
If my session times out and I log back in, will I be prompted with the same question?
Yes. Once you have been prompted with a question, the program will continue to ask that question until it is answered correctly. [Back to Top]
Can I change my personal identification questions or answers?
Yes, you can once you login and click on the personal identification update button. [Back to Top]
Do I have to sign up for this enhanced security?
Yes, in order to give you an appropriate level of security, ATB Financial now requires all online customers to use the enhanced security. If you do not register today, you will receive a reminder message after you have logged in three times. After your third login, you will be required to register before being able to access your accounts. [Back to Top]
Web browser
Which browsers can I use to access ATBOnline®?
ATBOnline® has been optimized for use with Internet Explorer 5.0 or more recent versions
I want to return easily to the ATBOnline® website. How do I add this site to my “bookmarks" or "favourites”?
Adding the ATBOnline® site to your bookmark list is easy. In Internet Explorer, click the menu item Favourites. Select Add to Favorites, then click OK in the confirmation box. The ATBOnline® page should now appear in your list of Favourites.
In Netscape, click on Bookmarks and then select Add Bookmark. No confirmation is necessary. The ATBOnline® page should now appear in your Bookmarks list.
[PERSONAL BANKING CUSTOMERS /BUSINESS BANKING CUSTOMERS]
ATBOnline® is accessible and best viewed through any web browser that uses Internet Explorer 5.0 or more recent versions.
Which personal financial planning software packages does ATBOnline® support?
Our system is designed to support online banking with Quicken (Intuit), QuickBooks, MS Money, and Spreadsheet (CSV). Please refer to the Help section in Quicken, QuickBooks, MS Money, or Spreadsheet for assistance. You can also refer to the Quicken, QuickBooks, or MS Money Support websites for further information and assistance.
How can I suggest an improvement to the ATBOnline® site?
We’re always interested in knowing what you think about our site and how we may improve it. You can send us a message by using the secure messaging function within ATBOnline®. Or send us an email by selecting “Contact Us” on the ATB.com home page.
There is no specific charge for using ATBOnline®. However, you may be charged based on the ATB account package you chose. For more information, please call ATB’s Customer Contact Centre at 1.866.282.4WEB (4932).
