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  1. Digital Banking Personal FAQs

cwb.digital Personal Banking FAQs

On This Page:

General Questions Logging in Mobile banking: using the cwb.digital app Account Move Money  E-Transfer® Paying Bills Account Services Messages Remote cheque deposit

General Questions

I was used to my online banking. Why did it change?
You deserve the best possible experience, whether you're banking with us on cwb.digital or strategizing with one of the experts you've grown to trust in our banking centres. By improving the day-to-day banking you can now do on cwb.digital, we think that'll give you - and us! - more time to have the meaningful conversations about your finances that really make a difference.
Does this mean that I'll have less personal contact with my CWB banker?
Not at all! You've told us, again and again, that you love CWB because we're a very human bank. That'll never change, even as we offer you modern, sharper banking tools. You're able to do more on cwb.digital, for sure, but our banking centre experts are still here for you to help in all the ways you need. Face-to-face, heart-to-heart, or on cwb.digital, we're better listeners, stronger partners, and more obsessed with your success than ever.

Logging in

Can I log into cwb.digital using either my desktop or tablet?
Yes, cwb.digital works on both your desktop and tablet. We optimize the appearance of the site based on which type of device you’re using. This means the screens may look a little different depending on which device you’re using.  
Where do I log into cwb.digital?

You can use the cwb.digital login page or navigate to the site from our homepage on cwbank.com. From the homepage, use the drop-down menu on the top right of the page and select the link for cwb.digital. You may also want to bookmark the login page for convenient access.

What is the function of Remember Me?

Enabling this feature allows cwb.digital to remember your username and display it each time you log in from the same device.  

Does the 'Remember Me' function also save / remember my password?

No, to help protect your security it does not remember your password. ‘Remember Me’ will only remember your username when this feature is selected.

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 send you a one-time secure access code via SMS/text or voice message to phone to confirm your identity.

Will I need to use Multi-Factor Authentication and receive a security access code every time I log in to cwb.digital?
Yes, this is an additional layer of authentication to verify your identity and prevent unauthorized access to your account. 
Can I choose how I receive my secured access code?

Yes, you can choose to receive your access code by voice or SMS/text message to your phone.

Do I need to have a smartphone to use Multi-Factor Authentication?
No, you can choose to receive your 6-digit authentication code by voice call to any registered phone number. This includes traditional landlines.
Can I change the phone number I use for Multi-Factor Authentication?
Yes, of course. Contact your local banking centre  or call 1-866-843-3917 to change the phone number associated with your login for cwb.digital.
Will cwb.digital remember my credentials for subsequent logins?
For your security, your password must be entered for each login session. You can choose to enable the ‘Remember Me’ feature to remember your username for future logins. 
Can I change my username?
No, all users must log into their account using their debit card number / Personal Access Number (PAN) as their username. 
How do I change the password for my personal account?
 To change your password, go to Settings>Profile Settings> Change password. You can also view our interactive demo, 'Change your password', to follow step-by-step instructions.  
Does my password ever expire?
No, passwords to cwb.digital do not expire. You can choose to change your password at any time. 
My account is locked from entering an incorrect password. How do I unlock it?
Contact any CWB banking centre to unlock your account. You can use the CWB Branch Locator to determine your nearest location. 
Why can't I view my account statements when I'm signed in through a browser on a mobile device?
The pop-up blocker on your device is stalling the display. Change the browser setting to allow pop-ups or turn off the pop-up blocker.

Mobile banking: using the cwb.digital app

Is there a mobile app for cwb.digital?
Yes! Mobile banking is better than ever with the cwb.digital app. Download the app from the App Store or Google Play.
Why do I need to register my device?
Registration identifies the 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, registration is not required for using a tablet.

 

Can I use the Face ID® and Touch ID® with the cwb.digital app?
Yes, if your device supports biometric authentication, you can use Face ID® or Touch ID® to login instead of your password.
Can I change to a different login method on my mobile device?

Yes, you can choose your preferred way to log in from the available methods. To set your default login method, go to Menu > Settings.

Why is my current app not working now that I have been moved to cwb.digital?
After moving to the new platform, the existing app will no longer work. Please delete this and download the new cwb.digital from your Appstore.
How can I update my email address and phone number on the new digital platform?
To update your email and phone number, kindly contact the CWB banking centre near you.

Account

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. Watch our interactive 'Manage your account settings' demo to view step-by-step instructions.

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 view 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 the following types of accounts:

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 – this 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 

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).

Is my CWB Mastercard® credit card available on cwb.digital?
Yes, if you have a CWB Rewards Mastercard® or CWB World Elite® Mastercard® issued by Brim Financial you can view your credit card account on cwb.digital. You will find it listed below your Chequing/Savings account. 
Can I view information about my CWB mortgage on cwbdigital

Yes, you can quickly and easily find details about your CWB mortgage, including your balance, interest charged, previous period and interest rate.

Will I be able to view my CWT and Valiant Trust prodcuts in cwb.digital?
No, this is not functionality that is available on 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 through digital banking. For statements beyond this period, contact your local banking centre.
How do I obtain a void cheque?

Contact your banking centre to obtain a pdf of a void cheque. You can also find the same information contained on a void cheque by simply viewing your account details. This can be helpful for setting up pre-authorized payments.

Can I order cheques through cwb.digital?

No, this function is currently not available. Please contact your banking centre to place an order.

Move Money

Do I need to add a recipient in cwb.digital before I make a payment?
Yes, adding a recipient 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 money to them you can simply proceed to ‘Move Money’.
Can I set up a future dated money 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. When you set up a transfer, you will be asked to enter the number of recurrences, frequency, date of recurrence and end date.
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 or 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-Transfer®

Can I request an 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 recipient 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. 
Can i adjust the amount of Interac e-Transfer® limit?
No, there are pre-set limits on the amount you can send using Interac e-Transfers®.
I received an Interact e-transfer request for money but do not have an Interac profile set up. What should I do to fulfill the request?
Accept the request and select Canadian Western Bank as your financial institution. You'll be prompted to sign in to cwb.digital. Sign in, create a sender profile, and then return to the original e-transfer request to accept it.

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’. Watch our interactive ‘Manage payees’ demo to view the steps. 

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

No, please contact your banking centre to make this request. We would be happy to add bill payees on your behalf. 

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. Watch our demo on how to ‘Make a scheduled payment’ to view the steps.

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 the end date. Watch our demo on how to ‘Make a recurring payment’ to view the steps. 
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.
Can I change the dollar amount of my recurring bill payment?
To change the payment amount, first cancel the entire series of recurring payments. Then create a new series using the new payment amount. Single payments in a series cannot be changed or stopped. 
Is there a maximum bill amount I can pay at a time?

Yes, the maximum single bill payment amounts are as follows:

  • CRA Business Tax = $2 million
  • Alberta Tax = $2 million
  • CRA Personal Tax = $1 million
  • Credit Card= $500,000
  • All other bill vendors = $1 million
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 other than my default debit account?
Yes, simply change the debit account when making the bill payment.
Will I be able to view the previous transaction activity of a bill payee?

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

Can I set up a recurring payment for my CWB Mastercard®  credit card?
Yes, if you want to pay the same amount to your credit card account on a routine basis, you can use a recurring payment. If you like to change the amount you pay every month, we recommend making a one-time payment each time. Choosing to pay the Minimum Payment or the full balance amount are not currently available as payment types. 
Are bill payments made in real time?

No, bill payments, including payments made to your CWB Mastercard® credit card, can take up to 5 business days to process. Please take this into account when determining when to make your payments.

Account Services

Can I set up CRA direct deposit through cwb.digital?

Yes, you can set up direct deposit to receive your CRA payments directly into your account. Here’s a helpful demo to watch on how to ‘Set up CRA direct deposit’.

Is there a minimum and maximum amount I can pay through cwb.digital towards taxes?

Yes, single payment amounts are subject to the following limits:

CRA Tax  

  • Minimum = $0
  • Maximum Business Tax = $2 million
  • Maximum Personal Tax = $1 million

Alberta Tax

  • Minimum = $0
  • Maximum = $2 million
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. Watch our demo ‘Pay business taxes’ to learn more.

Can I make a CRA payment over $2,000,000 in a single transaction?
No, payments above $2 million must be split into two different transactions with amounts under $2 million each. When making two payments on the same day, the amounts must be different (i.e., first payment amount $501,000 and second amount $499,000). 

Messages

What types of alert notifications can I receive?

You can choose to be alerted when secure information is changed on your profile and when a transaction is carried out. Make sure you have enable alerts and set your preferences to receive alerts.

Can I choose how I receive alert notifications?
Yes, you can choose your preferred method. Available options are SMS/text, push notification, notification center and email.
Can I send secure messages?

cwb.digital allows you to send enhanced secure messages. The enhancements include attachments, images, and other files. Watch our demo ‘View alerts and manage messages’ to see how its done.

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 desposting a cheque, can I change the default account from what was previously selected?
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 reflected in your balance the following business day. Cheques deposited after 6pm will be reflected in your balance in two business days.