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CWB.digital Personal Banking FAQs

Welcome to CWB digital banking!

 

We've compiled a list of the most common FAQs about our digital banking platform, CWB.digital. We've also created a series of demos to guide you through many of the processes within the platform like changing your password and setting up recurring bill payments.

Watch demos

On This Page:

Authentication and Login Using mobile or your Tablet Dashboard and Account Details Moving Money E-Transfers Paying Bills Paying Taxes Messages and Alerts Remote Cheque Deposit

Authentication and Login

How do I log into CWB.digital?
You can log in through cwbank.com, you will find the CWB.digital link on the welcome page in the drop-down menu in the top right.
What is the function of Remember Me?

This feature remembers your username and displays it each time you log in from the same device. 

Does the Remember Me function also save/remember my password?
No, it does not remember your password. It only remembers the username when checked.
Why do I need Multi-factor Authentication?
Multi-Factor Authentication provides enhanced security to ensure our digital banking users are who they say they are. We use a one-time secure access code to confirm your identity. 
Will I need to use Multi-factor Authentication and receive a security access code everything I log in to CWB.digital?
Yes, this is an additional layer of authentication to determine we have the right person gaining access to the digital platform.
Can I choose through which medium I receive my secured access code?
Yes, you can choose to receive your access code by email or on your phone.
Will CWB.digital remember my credentials for subsequent logins?
No, you will have to enter your credentials for each login session.
How do I change the password for my personal account?
To change your password, go to Settings>Profile Settings> Change password
My account is locked from entering an incorrect password. How do I unlock it?
You must contact your branch to unlock your account. You can use the CWB Branch Locator to determine your nearest geographic branch. 

Using mobile or your Tablet

Why do I need to register my device?
Device registration identifies the computer or mobile device you’re using to log in with as a safe device and adds it to your profile. If a login is attempted from another device, you’ll be alerted. Note: A registered device assumes the person logging in is the same person who registered it. 
Is registration applicable on tablets?
No, it is not applicable to tablets. 

 

Can I use the Face ID® and Touch ID® with CWB.digital on any device?
No, Face ID® and Touch ID® are only available on devices that support this feature.
Can I change to a different login method on my Apple device?
Yes, you can choose your preferred way to login from the available methods. To set your default login method, go to Menu > Settings.

Dashboard and Account Details

Can I change the list of accounts that I want to view on my dashboard?
Yes, you can set your dashboard view to see all your CWB accounts or just specific accounts. Go to Settings>Account Settings to make the change.
What transactions are listed in the dashboard as Upcoming Transactions?

Upcoming Transactions are scheduled payments and transfers that are coming up in the next seven days on your account(s).

How do I get additional details on my account?
Click on the account on the dashboard to see the account summary, interest details, and account information.
What are the different account balances I can see on my account?

You can view account balances for your:

Chequing Account

Available balance - Total deposit on your account together with unused line of credit, excluding uncleared cheques and holds.

Current balance – This is the working total of all deposits that have been made into your account including uncleared cheques and line of credit.

Savings Account

Available balance - Total deposit on your account excluding uncleared cheques and holds.

Current balance – This is the working total of all deposits that have been made into your account including uncleared cheques and line of credit.

Line of Credit (LOC)

Available balance – This is the amount you can draw on from the line of credit.

Current balance – The is the amount you’ve used from the line of credit.

Mortgage

Original Mortgage Amount – The original amount of your mortgage.

Current balance – The amount outstanding from the original mortgage, excluding interest and late payment fees.

Term Loan

Original loan – The original amount of your loan.  

Current balance – The amount outstanding from the original loan, excluding interest and late payment fees.

Lease

Original loan – The original amount of the lease.

Current balance – The amount outstanding on the lease.

Term Deposit

Original deposit – The original amount invested.

Principal investment – The original deposit or rolled over original deposit and interest (assuming the deposit has been rolled over at least once).

Will I be able to view my CWT and Valiant Trust prodcuts in CWB.digital?
No. You will need to continue to use your current logins for CWT and Valiant Trust.
When I log into CWB.digital, where can I find the renewal date for my investment accounts?

The renewal date is not immediately seen as part of the account listing on the dashboard. Once you click on an investment account, the maturity date and other related information will display.

How far back can I obtain statements through CWB.digital?
You can get up to seven years of statements. For statements beyond this period, contact your branch.
How do I obtain a void cheque?
You can get up to seven years of statements. For statements beyond this period, contact your branch.
Am I able to request for a cheque book from within CWB.
 No, this function is currently not available. 

Moving Money

Do I need to add a beneficiary in CWB as a recipient before I make a payment?
Yes, adding a beneficiary is a one-time action you need to do before transferring funds to them for the first time. Once you’ve added them, the next time you need to transfer funds to them you can simply proceed to ‘Move Money’.
Can I set up a future dated fund transfer?
Yes, simply indicate the date you want the transfer to be sent while setting up the transfer. Future dated transfers can be seen within the Manage Transfers>Scheduled Transfers tab or Upcoming Transactions on the dashboard prior to the transfer dates. 
Can I cancel a future dated transfer?
Yes, you have until the date preceding the transaction date to cancel it. Go to Manage Transfers>Scheduled tab to identify and cancel it.
Can I set up a recurring fund transfer?
Yes. When you set up a transfer, you will be asked to enter the number of recurrences, frequency, date of recurrence and/or end date.
Can I cancel a recurring transfer?

Yes, you have until the date preceding the transaction date to cancel it. Go to the Manager Transfers>Scheduled tab to identify and cancel it. The entire series of transfers will be deleted from the Scheduled tab.

Can I cancel/delete a single occurrence in a recurring transfer?

No, you can only cancel/delete the complete scheduled series of transfers.

Can I modify a scheduled transfer?
No, if you a need to make a change you’ll have to delete the scheduled transfer and set up a new one.
What is the repeat function on the Manage Transfer>History tab used for?
This function pre-fills fields in the transfer form with the details of the previously completed transfer. The From Account, To Account, and Transfer Amount will be pre-filled. The Date field will default to the current date and the Frequency field will default to once. 
Can I send global money transfers through CWB.digital?
No, however, we are working on a possible solution to offer our clients in the future.

E-Transfers

Can I request Interac e-Transfer® From a third party?

Yes, if you have pre-authorization from the third party to initiate the request.

Can I set up a future dated Interac e-Transfer® payment?

No, Interac e-Transfer® can only be set up for same day payment.

Can I cancel an Interac e-Transfer® payment?
Yes, if the payment has not been accepted and deposited by the beneficiary. A transfer sent to a beneficiary with auto-deposit enabled cannot be cancelled.
Am I able to change my Interac e-Transfer® sender profile?
Yes, you can update your email, phone number, and notification method on the sender profile. 
Will Interac e-Transfer® limits be changed or be able to be adjusted as part of CWB.digital?
No, the current limits for Interac e-Transfers® will not change.

Paying Bills

Can I pay bills online?

Absolutely! Paying bills online is easy and secure.

  • Set up the biller as a payee from the list of billers
  • Enter the amount and the payment date
  • Select the account you want to make the payment from

It’s that simple!

Do I have to add a biller as a payee before I make a payment?

Yes, adding a biller is a one-time action you need to do before paying a biller for the first time. Once you’ve added them, the next time you need to pay them you can simply proceed to ‘pay payee’.

If I do not find my bill payee on the list of billers, can I add my biller to the list?

No, please contact your banking centre as CWB has a process for adding new billers.

Can I set up a future dated bill payment?

Yes, simply indicate the date you want the bill to be paid while setting up the bill payment.

Can I set up a recurring bill payment?
Yes. When you set up a bill payment, you will be asked to enter the number of recurrences, frequency, date of recurrence and/or end date.
Can I cancel a future dated or recurring bill payment?

Yes, simply go to the list of scheduled payments to identify the bill and cancel it.

How long do I have to cancel a same-day bill payment?
You have until 11:59pm MST to cancel a bill payment set up for same day processing.
Is there a maximum bill amount I can pay at a time?

Yes, maximum bill payment limits are as follows:

  • CRA Business Tax = $2,000,000
  • Alberta Tax = $2,000
  • CRA Personal Tax = $1,000,000
  • Credit Card= $500,000
  • All other bill vendors = $1,000,000
Can I set a default debit account for my bill payments?

Yes, go to Account Settings> Set Default Account.

Can I pay a bill from a different CWB account than my default debit account?
Yes, simply change the debit account when making the bill payment.
Will I be able to see the previous transaction activity of a bill payee?

Yes, you can see the last six months of transaction activity of a bill payee.

Paying Taxes

Can I set up CRA direct deposit through CWB.digital?
Yes, you can set this up to receive your CRA payments directly into your account.
Is there a minimum and maximum amount I can pay through CWB.digital towards taxes?

Yes, payment amounts are subject to the following limits:

CRA Tax  

  • Minimum = $0
  • Maximum Business Tax = $2,000
  • Maximum Personal Tax = $1,000,000

Alberta Tax

  • Minimum = $0
  • Maximum = $2,000
What do I require to set up CRA direct deposit as an individual?
You’ll need a Social Insurance Number (SIN) and an active account with CWB.
Can I file and remit my taxes through CWB.digital?

You can file and pay GST/HST, Corporation tax, and Payroll and Source deductions. You can also view your payment/filing history.

Will CRA payments over $2,000,000 be able to be done in one transaction?
Payments above $2 million have to be split into 2 different amounts under $2 million.

Messages and Alerts

What types of alert notifications can I receive?
You first will need to enable alerts and set your preferences to receive alerts. You can choose to be alerted when secure information is changed on your profile information and when a transaction is carried out. 
Can I choose how I receive alert notifications?
Yes, you can choose your preferred channel. Available options are SMS/Text, Push Notification, Notification Center and Email.
Will I be able to send secure messages?
CWB.digital will allow you to send enhanced secure messages. The enhancements include attachments, images, and other files.

Remote Cheque Deposit

Can I set a default debit account for my remote cheque deposits?
Yes, you can. Go to Settings>Account Settings>Set Default Account
When processing a cheque deposit, can I change the default account previously indicated for checque deposits?
Yes, you can do this by changing the credit account when going through the remote cheque deposit process.
When I deposit a cheque through my mobile app, will my balance update in real time?
No. Cheques deposited before 6pm will be updated in the balance the next day, and cheques deposited after 6pm will be updated on the next business day