COVID-19 Frequently Asked Questions

To help alleviate some of our current call volume and get you the information you’re looking for, we’ve created a Frequently Asked Questions guide, which we’ll update regularly:

Do I have to pay taxes on my CERB payments?

Yes you do. The CERB is what is known as a gross payment. That means no tax has been withheld at source for the Canada Revenue Agency. 

Learn more about the tax implications of the CERB >

I think I mistakenly got two CERB payments instead of one. What do I do?

A few Canadians inadvertently registered for both the CERB and EI and received payments for both. 

Learn more about what to do about a duplicate CERB payment >

How do I register for online banking?

Deposit a cheque, pay bills, send or receive money and more — our digital banking system has you covered.

Find out how to sign up for online banking > 

General Banking: 

How do I find my account & banking info?

We’ve created some short and simple videos to walk you through the process. For steps on how to locate your info through your online banking (desktop) click here. For steps on how to locate your info through your mobile app click here

How do I pay a bill online?

We’ve created a short and simple video to walk you through the process. For steps on how to pay a bill through your online banking view our video here, or read through the steps here.

Financial Relief: 

I’m worried about making some of my payments. What can I do?

We’re here to help you with the financial pressures you are facing as result of COVID-19. If you are directly impacted by COVID-19 and facing financial challenges, set up a phone appointment to talk to one of our experts. We’ll work together to find a solution that lessens the financial impact of your challenges such as pay disruption, childcare disruption, revenue disruption for businesses, or facing illness, and allows you to meet your immediate needs. 

What financial supports do you have in place for your Collabria credit card cardholders?

  • Minimum Payment Deferrals for cardholders impacted by COVID-19. Payment deferrals can be requested on a month by month basis (for up to 6 months).
  • For Canadians stuck outside Canada and trying to get home, we can provide emergency credit limit increases to cover airfare, car rentals, food, shelter, medical supplies, medications and other expenses.
  • Increased Contactless Payments to $250 for Grocery & Convenience Stores and Pharmacies

If you are experiencing a financial hardship due to the impacts of COVID-19, please call the Collabria Contact Centre at 1-855-341-4643 and they will work with you to discuss how we may be able to help you.

I’m sick or under quarantine. What benefits am I eligible for?

On March 25th, the Government of Canada announced its newest financial measure – the Canada Emergency Response Benefit (CERB) to assist those who, among others, are sick or quarantined. Learn more about this funding here

 I’m a renter or landlord. What financial relief measures are available to me?

On March 26th the province announced relief aids that include a rent freeze, new rental supplement, and a ban on evictions. Learn more here.

I’m a senior. Is there anything I can do to lessen the financial burden?

If you hold a RRIF, you may want to utilize the new RRIF relief option, announced by the Government of Canada on March 18th.  This involves a flexible 25% reduction of the required 2020 RRIF minimum payment to help seniors that are redeeming assets in this volatile market. Learn more here.


I have questions about travel insurance through my Collabria credit card. What should I do?

If you have questions relating to your travel insurance, Collabria, our credit card provider, has provided this update to all Collabria credit card holders:

Our credit card travel insurance provider, Desjardins Financial Security Life Assurance Company (DFS), is advising our cardholders to take note of the recent Government of Canada Travel Global Travel Advisory with regards to travel until further notice. 

Cardholders are advised to refer to the DFS website where Frequently Asked Questions (FAQs) relating to the evolving situation and card insurance coverages are continuously updated. For further information, please visit: or call our Cardholder Services Contact Centre at: 1.855.341.4643.

Do I still have to file taxes by April 30th?

No, to ensure households have more money available to them during this challenging time, the federal government has extended the tax filing deadline to June 1st. You can read more about this and other relief measures in this March 18th federal update. You can also keep up to date by checking the Government of Canada’s updates page on the COVID-19 outbreak

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