Need help banking online?

Need help with digital banking at Innovation Credit Union? You’ve come to the right place. We’ve gathered the most frequently asked questions about online banking that we get from Innovation members.  Hopefully, you will find an answer to your online banking query or concern below.

1. Where do I find my Innovation account number? 

 You can find your account number in online banking or on the Innovation mobile app.

Online Banking: 

  • Log in.
  • In the left column, click ‘My Accounts’ and then ‘View Account Activity’. 
  • Change the ‘View’ from ‘All Accounts’ to the desired individual account. 
  • You will find the full account number on the right under ‘Account Details’ 

Mobile App: 

  • Log in. 
  • Tap ‘Accounts’. 
  • Select the desired account. 
  • Choose ‘Account Details’ and your account number will appear. 

2. What is my login ID? 

The login ID is your 17-digit debit card number, which is used to log into both online banking and the mobile app. 

3. What is my PAC? 

PAC is short for personal access code. This is the password you use alongside your login ID when logging into your Innovation account online. Please remember not to share your PAC with anyone as it gives them access to your online accounts.

4. Why am I asked to type a nickname? 

Nicknames can help you distinguish your different accounts. (For example, a nickname could be ‘John’s Account’ or ‘Main Account’.)

However, it isn’t necessary to set a nickname and you don’t need to use the nickname feature if you don’t want to name your account.

5. Where can I find my account statements? 

You can find your e-statement in online banking.

Online Banking: 

  • Log in. 
  • In the left column, click ‘My Accounts’ and then ‘View E-Statements’.
  • Choose to download the e-statement of your choosing!

6. What is a Route & Transit number? 

When processing cheques or clearing funds, financial institutions are identified through their individual Route & Transit number. You’ll sometimes need this information for things like setting up Direct Deposit with your employer.

7. How do I find my Route & Transit number?

Online Banking: 

  • Log in. 
  • In the left column, click ‘My Accounts’ and then ‘View Account Activity’.
  • Change the ‘View’ from ‘All Accounts’ to the desired individual account.  
  • You will find the transit number on the right under ‘Account Details’ 

Mobile App: 

  • Log in to the Innovation Credit Union mobile app. 
  • Tap ‘Accounts’. 
  • Select the desired account.
  • Choose ‘Account Details’ and your transit number will appear. 

8. How do I send an Interac e-transfer®? 

Online Banking: 

  • Log in. 
  • In the column on the left, click ‘Transfers’. 
  • Choose ‘Send via INTERAC e-Transfer’. 
  • Where it says, ‘Transfer To’, click ‘Add New Recipient’ and fill out the recipient’s information or select from your previous recipients by clicking ‘Choose One’. (Please refer to the next question to know more about adding a recipient’s information.) 
  • Select an account to draw your Interac e-transfer amount from (click the ‘From: Select Account’ row). 
  • Enter the amount which you would like to transfer to the recipient. 
  • In the ‘Message’ section, you can let them know what the transfer is for (For example: You can add ‘Paying you back for the concert ticket you ordered for me’).
  • Click ‘Send Transfer’ and review that the information is correct. If you would like to change anything, click ‘Edit’. If the information is correct, click ‘Confirm’ to complete the transfer. 
  • You will receive an email or text notifying you that they accepted the transfer. 

Mobile App: 

  • Log in. 
  • Choose INTERAC e-Transfer. 
  • Tap ‘To:  Select Recipient’. Choose a previous recipient or ‘Add New Recipient’ and complete their information details. (Please refer to the next question to know more about adding a recipient’s information.) 
  • Select ‘From: Select Account’. Choose the account you want the money transferred from.
  • Enter the amount which you would like to transfer to the recipient. 
  • In the ‘Memo (Optional)’ row, you can let them know what this transfer is for (For example, you can add ‘Paying you back for the concert ticket you ordered for me’). Tap ‘Continue’ and review that the information is correct.
  • Tap ‘Confirm’ to complete the transfer. 
  • You will receive an email or text notifying you that they accepted the transfer. 

9. How do I add a new Interac e-transfer® recipient?  

Online Banking: 

  • Log in. 
  • In the column on the left, click ‘Transfers’. 
  • Choose ‘Send via INTERAC e-Transfer’. 
  • Click ‘Add New Recipient’. 
  • Fill out the necessary information for the recipient. 

Mobile App: 

  • Log in. 
  • Tap ‘INTERAC e-Transfer’. 
  • Tap ‘To: Select Recipient’. 
  • Tap the ‘Add New Recipient’ button.
  • Fill out the necessary information for the recipient. 
  • Choose to notify the recipient by their email and/or their phone of your transfer. 
  • Enter a straightforward security question that only they would know the one-word answer to (For example, Question: What kind of flower do we both grow in our yards? Answer: Tulips). 

Please note: The information you enter for new recipients will be saved to allow you to send them future transfers faster.

10. How do I add a new bill payee? 

Online Banking: 

  • Log in. 
  • In the column on the left, click ‘Payments’. 
  • Click ‘Add/Delete Payees’. 
  • Click ‘Add Payee’ and follow the prompts.

Mobile App: 

  • Log in. 
  • Tap ‘Pay Bills’. 
  • Tap ‘Manage Payees’ in the top-right corner. 
  • Tap the ‘Add Payee’ button. 
  • Follow the steps to save the payee to your account and complete the payment. 

11. Where can I find a Direct Deposit form? 

You can find a Direct Deposit form in online banking.

Online Banking: 

  • Log in.
  • Select the account from which you wish to set up your direct deposit or pre-authorized debit.
  • Choose the Direct Deposit and Pre-Authorized Debit (PAD) form link, located right below the Search and Filter Transactions option. 

12. How can I create a new saved Log-In or Memorized Account?

Online Banking: 

  • Log in. 
  • Click ‘Add a Memorized Account’.
  • Enter an account nickname to help you distinguish between your different accounts. 
  • Enter the Login ID for the account. 
  • Click ‘Submit’. 
  • Answer one of your predetermined security questions. 

Mobile App: 

  • Log in.
  • Swipe left to see the second page of options and choose ‘Settings’.
  • Choose ‘Saved Logins’. 
  • Tap ‘Create New Login’. Please note that this will sign you out of your current session.
  • Tap ‘Continue’. 
  • Answer your predetermined security question. 
  • Enter the login ID (debit card number) for the new account you wish to save and a nickname to easily distinguish it from your other accounts. 
  • Make sure the ‘Remember Me’ row stays activated. 
  • Tap ‘Continue’. 
  • If another security question pops up, answer it, and tap ‘Login’. 

13. I sent a bill payment to the wrong vendor. Can I reverse it? How?

You bet! Give us a call at 1.866.446.7001. Please note, you may be charged a fee depending on how many hours have passed since the payment was made.

Less than 24 hours: 

If the payment was sent within the last 24 hours, you will not be charged any fee to reverse the payment.

More than 24 hours:

If more than 24 hours have passed since the payment was made you will have to pay a $25 fee.

You can also stop a scheduled bill payment or reverse a pending bill payment that has not yet been accepted.

Online Banking: 

  • Log in. 
  • In the column on the left, click ‘Payments’. 
  • Choose ‘View/Modify Scheduled Payments’. 
  • Click ‘Delete’ beside the payment you want to stop or reverse. 

Mobile App: 

  • Log in. 
  • Tap ‘Pay Bills’. 
  • Tap ‘Scheduled’ in the top left corner. You can then delete the payments of your choosing.

For more help with digital banking, please visit our YouTube channel. You’ll find several how-videos that make banking from home 24/7 so much easier. You can also always give us a call with any questions you have at 1.866.446.7001.