Digital Banking Support Centre

If you’re experiencing issues during your first time logging into digital banking, try these troubleshooting tips:

• Make sure you’re inputting your credentials in the right place. If you used the previous digital banking platform, click “Start Setup” to complete the first-time setup in the new system. Download your guide to walk you through: First-time login visual guide (personal) or First-time login visual guide (business).
• Ensure your device, operating system, and browser are running the latest software. You can do this in the Settings menu found in most browsers, such as Chrome, Safari, Microsoft Edge, and Firefox.
• Clear the cache and cookies within your internet browser. This removes outdated files that may cause issues and ensures you’re loading the latest version of the platform.
• Start on a desktop computer, laptop or tablet that’s connected to our website, cccu.ca. For the smoothest setup experience, you may find it easier to login on a computer first, instead of a cell phone.

Call our Relationship Centre at 1.888.741.1010 or drop by any branch, we can help you access digital banking.

Call-back wait times are longer than normal while we support members transitioning to the new digital banking experience. We’re doing our best to call every member back the same day you call us. Thank you for your patience and understanding during this busy time.
Relationship Centre phone number: 1.888.741.1010. We’re open Monday – Friday from 8am – 7pm and Saturday from 8:30am – 4pm.

Call us at 1.888.741.1010 and you’ll be transferred to our third-party provider who can assist you outside of regular business hours. The team is available throughout the night and can assist you with logging into the new digital banking experience.

For assistance with banking transactions, contact our Relationship Centre during business hours.

Most likely it’s because your contact information on file (email or phone number) is outdated, incorrect or missing. Please call our Relationship Centre at 1.888.741.1010 or visit your nearest branch so we can update your information.

You’ll be guided through a one-time setup to create your new digital banking profile. You’ll create a new username and password and complete a two-step verification process to confirm your identity. To receive your verification code, your email address or phone number must be up to date.

You can complete your first-time login using either the app or a desktop computer, whichever is most convenient.

However, we recommend you complete your first-time login on a desktop or laptop computer, or tablet, with access to this website. These devices are more likely to have up-to-date software, which reduces security and performance risks. Completing your first-time login can be an easier and more efficient process when using a full-size keyboard and a larger screen.

Finally, the first-time login process will take around 8 minutes and you’ll need to complete the process from start to finish in one sitting, you won’t be able to save and come back to where you left off. Make sure you set aside some time to complete the process. Once you’ve logged in, you’ll see a familiar layout and be ready to do your banking.

Yes. Many members choose to do their banking on a tablet. When you’re using a tablet, you can access your bank account online two ways: 1. by opening an internet browser and logging in from our website, cccu.ca, or 2., by downloading the Coastal Community Credit Union app onto your tablet.

We recommend you complete your first login by going to our website. Click the login button in the top-right corner and follow the prompts to Start Setup.

Call our Relationship Centre at 1.888.741.1010 or drop by any branch, we can help reset your Personal Access Code. You’ll need this in order to complete your setup on the new digital banking experience. 

You can find your Member Number at the top of your Quarterly Statements. Note: monthly statements do not show the Member Number.

If you’re having trouble locating your Member Number, call our Relationship Centre at 1.888.741.1010 or drop by any branch.

Members are not required to provide an email address to enroll in the new digital banking experience. You’ll each need to have at least one valid contact method on file so that you can receive and enter verification codes.

You can choose your contact method to be email, SMS text message, or a voice call.

Usernames in the new digital banking experience must meet the following criteria:

• Between 6–32 alphanumeric characters
• Must include alphabetic letters
• Does not include spaces
• May include numbers or special characters (optional)
• Username must not include the following special characters: /&<>”‘*?
• Not more than 3 repeated characters

Passwords in the new digital banking experience must meet the following criteria:

• Between 10–50 characters
• Minimum 1 letter
• Minimum 1 number
• Minimum 1 special character
• Minimum 1 uppercase and 1 lowercase letter
• Not more than two identical characters in a row
• Passwords must not include spaces or the following special characters: / & < > ” ‘ * ?

Creating a new username and password helps to ensure your information is protected by meeting updated security requirements. 

No. As an example, only one member can have the username, John-Smith, as an example. If there are other John Smiths, they will need to create a different username, such as JohnSmith! or John-Smith1, or try creating a username that does not contain the actual name. 

Technically, yes, you could use the same password for multiple memberships, but we do not recommend it. By having unique passwords, you can keep each membership safe and secure and reduce risk should someone discover your password.

Business members have the option to consolidate multiple memberships under a single login. Watch: How to consolidate accounts.

A one-time security code (also called a verification code, a one-time passcode, or an OTP) is a temporary code sent to you by email, text message or voice call to confirm your identity. It adds an extra layer of security to help protect your account. 

If you haven’t received your security code, it’s most likely because your contact information on file (email and/or cell phone number) is outdated, incorrect or missing. Please call our Relationship Centre or visit your nearest branch so we can update your information.

At 30 days after your first login to the new digital banking experience, you’ll be able to update your own contact information going forward. This can be done right inside desktop digital banking or the new app.

No issues are expected. We recommend you choose email as your contact method to receive verification codes. 

Some things will feel familiar, while others will require setup when you first get started:

• You’ll create new login credentials (username and password)
• If you use account alerts, you’ll re-establish your preferences
• Cell phone and tablet users will download the new app
• You won’t be able to change your contact details (phone or email address) for 30 days after the first time you login to the new digital banking experience, unless you call us at 1.888.741.1010 for assistance. After the 30-day period, you can change your contact details as often as you need to.
• Business members will set up account delegates, including their level of access, and re-consolidate any connected accounts
• At first you won’t be able to connect your Collabria credit card to view your balance inside digital banking. This feature will be provided at a later date. You can view your credit card balance and monitor your spending using Cardwise (personal credit cards) or MyCardInfo (business credit cards)
• Learn more: What’s Changing and What Isn’t

You told us you want better digital tools, and we’re listening. We’ve built a stronger foundation so we can bring new banking features to you faster, guided by your feedback. Benefits include:

• Lock debit card and ATM transactions when misplaced, with Lock’N’Block®
• Include remittance details with your e-Transfers, such as invoice and contact information
• Nickname your bill payees to stay organized
• Check Qtrade Guided Portfolios® investment account balances
• Unlimited delegates for business members
• More consolidated memberships for business members (5 per signer)
• And more to come…

You don’t have to use digital banking to manage your finances. However, if you choose to bank online, you’ll need to use the new digital banking experience. Once it launches, the existing platform will be retired. To continue banking online or through the mobile app, you’ll need to complete the one-time setup.

Coastal Community’s new digital banking experience, including online banking and the mobile app, is not related to a “Digital ID” program.

The verification codes you’re asked to enter while banking online are there to protect you from fraud; they ensure that no one else but you can log into your bank account.

When you create a username and password so that you can access Coastal Community’s digital banking tools, this is not the same as creating a “Digital ID”. Your username and password are specific to your account and are used only to access digital banking services provided by our credit union. Please see our privacy policy to learn more.

Call our Relationship Centre at 1.888.741.1010 or drop by any branch, we can register you for digital banking and guide you through your first login. 

No. Locking your debit card with our Lock’N’Block feature prevents the card from being used at a store or an ATM. You can still continue to use Apple Wallet or Google Wallet to make purchases. 

Yes. Once the new digital banking experience arrives on Tuesday, November 3rd, the existing app will no longer work. You will need to download the new mobile app from the Apple App Store^® or Google Play™ store. Remember to complete your first-time login on a desktop computer, laptop or tablet connected to our website cccu.ca first.

Yes. For security reasons, biometric login—such as fingerprint or Face ID on supported devices—will need to be set up again after you download the new app. Biometric login is optional. You can choose to log in using your password instead.

The app works on iOS 15 or later for Apple (iOS) devices, and Android 7 or later for Android devices.

To find the operating system (iOS) version on an iPhone, open the Settings app, tap General, and then tap About. The number next to iOS version shows your current operating system.

To find the operating system version on Android phone, open the Settings app, scroll to the bottom, and select About phone or About device.

At this time, members who are outside of Canada or the US are only able to bank using digital banking on our website cccu.ca. You won’t be able to download the app from the app stores even with your Apple or Google account region set to Canada.

The next time you’re back in Canada, we recommend installing the new app so you’ve got it on your device before you leave the country again.

We recommend you bank with the website version of digital banking. Navigate to our website cccu.ca and click the Login button at the top-right to get started. This will work best on a desktop computer, laptop or tablet using an internet browser.

At first you won’t be able to connect your Collabria credit card to view your balance inside digital banking. This feature will be provided at a later date. You can still manage your credit card using Cardwise (personal credit cards) or MyCardInfo (business credit cards).

Yes. Your existing bill payees and Interac e-Transfer® contacts will automatically transfer and be available in both desktop digital banking and the app. As will your recurring or scheduled bill payments.

Yes, the Interac settings you had in the previous digital banking platform, including Autodeposit and your e-Transfer recipients, will transfer over to the new digital banking experience.

Yes. Your scheduled or recurring bill payments and transfers will be moved over to the new digital banking experience for you. For example, if you had scheduled your internet bill to be paid on the 15th day of every month, you’ll see that same scheduled bill payment was set up for you in the new digital banking experience.

Click Accounts in the lefthand menu. Click on the account you’d like a void cheque for. Look for “More Options” in the top-left corner. Click on View Void Cheque and a PDF will download to your device.

The ability to add a nickname to a bill payee is only an option when you are adding a new bill payee.  You will need to delete and then re-add your existing bill payee if you’d like to nickname them.

Call our Relationship Centre at 1.888.741.1010 or drop by any branch, we can help increase your limit for inter-member transfers.

You can set up Wise as a bill payee within online banking, as outlined in the instructions here.

No, unfortunately you cannot link your Aviso or Qtrade accounts in this case, as they are not affiliated with Coastal Community Private Wealth Group.

The new digital banking experience has strong security measures to protect your information and accounts, including two-step verification, enhanced login requirements, improved fraud monitoring and built-in safeguards aligned with accessibility and security standards.

During times of change, scammers may try to appear legitimate by using fake “help” messages or alerts, look-alike websites and our brand visuals—and then ask you for your login or account credentials. 

As a member, you have the first opportunity to prevent scammers from obtaining your personal or account information. If you are contacted by phone, email or text in a way that sounds urgent, offers unsolicited help, includes warnings, or asks for login or account credentials (including your password and username), follow this guidance:

• Contact us using our published channels or visit a branch to validate any suspicious calls or messages you receive: 1.888.741.1010.
• Never share your username, password or account credentials—we won’t ask for this information. And don’t provide a One-Time-Passcode to anyone who asks you for this over the phone, unless you’re verifying a call you’ve initiated to our Relationship Centre. 
• Don’t click on links in an email until you have checked that the email sender is:
  @cccu.ca
• Be cautious of look-alike websites. Instead of clicking on links in web searches, type cccu.ca directly into your browser and bookmark our official website.

Report any suspicious messages to us via the contact form on this website. If you suspect you may have clicked on a suspicious link, contact us using our official phone number 1.888.741.1010 (Monday-Friday 8am-7pm, Saturday 8:30am-4pm). Outside of business hours, call 1.877.877.4006.

Take the time now to learn how to protect yourself from fraud and how to spot phishing scams.

Older phones and tablets can pose a security risk when accessing digital banking services. Modern banking apps have advanced security features that rely on up-to-date operating systems and device capabilities. Devices that no longer receive regular software or security updates are more vulnerable to threats, including malware and unauthorized access.

Additionally, older phones and tablets often lack the processing power and memory required to run today’s applications effectively. This can lead to performance issues, such as apps not installing, crashing, running slowly or failing to display information correctly.

A one-time passcode is a short, temporary code we send to you to help confirm your identity. It adds an extra layer of protection to your accounts.

We’ll only prompt you with a one-time passcode when you’re completing a sensitive action or something about the transaction is unusual. If everything looks normal, you may not be prompted for a code. This approach helps to balance security and convenience. Even if you’re not asked for a one-time passcode, we’re still actively monitoring for risk behind the scenes.

You may notice more prompts if you’re new to digital banking, while the platform learns your typical login behaviour. Saving your phone, tablet or desktop computer as a preferred device will reduce how often you’ll be prompted for a one-time passcode.

In addition to benefits available to all members, business members can add up to five consolidated memberships and an unlimited number of delegates.

Yes. You’ll need to consolidate connected accounts to access personal and business accounts with a single login. You’ll need to ask your signers to complete their first-time login as well, so that the accounts they manage can be consolidated again under their single login. Share this first-time login guide with your signers.

You’ll also need to set up business banking delegates—trusted individuals who can perform functions on your behalf in desktop digital banking and the app—and set their level of access. Existing delegates will not carry over to the new platform. An advisor can guide you if you need help but can’t complete this for you as they do not have access.

Some business members may need to reconnect third-party accounting tools after moving to the new platform. If you’ve tried reconnecting and are experiencing issues, please report this to the software vendor.

Each of your business memberships has its own online banking profile, each one needs to be registered separately with a unique username and password. We recognize that this adds extra setup time when you’re managing multiple businesses; however, it helps ensure the right access and permissions are maintained for each business.  

On November 3, 2026, we launched new digital banking to personal and small business members only. Commercial members will transition to the new platform in a future phase, planned for 2027. We will notify you in advance of any changes.

Go to the home screen in digital banking and look below the Accounts button to see pending approvals.