digital banking experience

• Will my login information change?

  No.  You can continue to use the same login credentials as you currently use. 

• Do I still need to select my branch when logging in?

  Yes - your branch must still be selected to login. 

• Will my account history still be available?

  Yes.  All of your account details will be reflected on the new Online Banking and Mobile App.

• How do I get set-up for Online Banking?

  If you are not already setup for online banking please contact one of our branches and they will be happy to assist you.

• When do I have to start using the new Online Banking and Mobile App?

  You can start using the new Online Banking and Mobile App right away for all of your day-to-day banking. 

  As we continue to complete the migration to the new platform, not all of the features will be available right away.  More features will be added over the next few months.

  In order to ensure a smooth transition, we'll continue to support the old Online Banking and Mobile App until early spring, at which point we will decommission these options.

• Will I need to set up my bill payees, e-Transfer recipients and other saved account information again?

  No - all your existing account details will be available on the new Online Banking and Mobile App.  This includes bill payees, e-Transfer contact lists, pre-authorized payments and debits.

• Do I need to update direct deposit details?

  No.  Any direct deposits into your PenFinancial accounts that have already been established will not change.

• Are the new Online Banking and Mobile App safe to use?

  We've implemented the latest technology so you can rest assured that your information is safe and secure.  

  To further ensure your account is secure, ensure you take advantage of built-in security features, including:

  Alerts – Set up alerts to your email or phone to let you know when your account has been logged into, a new recipient has been added, or other changes have been made to your account.

  Passwords – Use passwords that cannot be easily guessed and that are not replicated on other sites you may visit.  The minimum password length is 8 characters requiring letters, numbers and is case sensitive. 

  Security questions – Ensure that you choose security questions that only you would know the answer to.  Questions such as “what is your dog's name” can often be determined by reviewing social media posts.

  Use only secure wifi connections - Never perform banking on a free wifi connection, such as at your local coffee shop, or by using a public computer, such as at a public library.

• Will Online Banking and/or the Mobile App work for joint accounts?

  Yes.  Simply login as you normally would.

• Are all of the features of the classic Online Banking and Mobile App available on the new versions?

  We are still transitioning some of the features over to the new platform.  For now the following features are not available on the new platform.  You can continue to use the Classic Online Banking or Mobile App should you require any of these functions.

  • Credential Integration
  • Principle Only Payments
  • Ordering Cheques Online
  • Online Voting for our annual AGM
  • CRA Payments
  • Ability to opt in or out of e-statements
  • Download transactions to Quicken/Quickbooks/CSV file

  Member Direct Small Business – This section is also getting a facelift later this year.  Stay tuned for further updates but for now continue to use the “classic” version of our online banking and mobile app. 

• Will Member Direct Small Business also be changing?

  In the coming months we will also be introducing a new and improved Member Direct Small Business.  In the meantime, please continue to use the Classic versions of Online Banking and the App.

Mobile App questions

• Is the Mobile App free?

  Yes - the Mobile App is free to download on either your iOS or Android devices.  You're not charged to use the App either, however, since the App does use data you may incur data charges from your cellular provider.

• How do I download the App?

  It's simple.  From your mobile device, you can download the new Apps direct by using these links:

  Download the new app for iPhone →

  Download the new app for Android →

   

• What is QuickView?

  QuickView is a new feature on the PenFi Mobile App that provides you with the option to see your account balances when you open the app without needing to login first.  It's totally optional to set up and use, just click on the option in the bottom of the login screen on the app and follow the prompts.  By default QuickView is not active.

• I've lost my mobile device - is my information at risk?

  The PenFi Mobile App can only be accessed by entering your PAC (Personal Access Code).  If you activated QuickView, then others may be able to see your account balances, but they are unable to transact on your account. 

  For added security always ensure your mobile device is password protected.

• How do I delete the old App from my phone?

  Easy.  Simply click and hold your finger on the App you want to remove.  Once the X appears on the icon in the top right corner, click it to remove the App.