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CWB.digital Business Banking FAQs

We're here to help! 

Use our FAQs to find answers to common questions about CWB.digital. For more support, try out our series of demos that help guide you step-by-step through many of the features, like how to change your password or set up recurring bill payments.

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On This Page:

Authentication and Login Using mobile or your tablet Dashboard and Account Details Bill Payments Paying CRA and Provincial Taxes Transferring Funds E-Transfers Cheque Management Messages and Alerts Approving Transactions Managing Users

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.

Will I need to download a new app when moved to CWB.digital?

Yes, you will have to delete the old app and download the new CWB.digital app. You will also need to update your personal information such as your phone number and email.

If I have been moved to CWB.digital and try to log i to the existing digital platform, what will happen?
You will be redirected through a link to CWB.digital. 
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 code every time I log into 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 change to a different login method?
Yes, you can choose your preferred way to login from the available methods. To set your default login method, go to Menu > Settings
How do I change the password for my personal account?
To change your password, go to Profile settings> Change password. 
Will CWB.digital remember my credentials for subsequent logins?
No, you will have to enter your credentials for each login session.
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.
My account is locked from entering an incorrect name or password. How do I unlock it?

You must contact your banking centre to unlock your account. You can use the CWB Branch Locator to determine your nearest geographic branch. 

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.
Am I able to approve pending transaction as an authorized user for my delegates?

Yes, when a delegate inputs a transaction, you will need to approve it

As an authorized signer, when I input a transaction, is it automatically approved?
No, you have to input the transaction and then approve it as well.
Will i be able to view my CWT and Valiant Trust products in CWB.digital?
No
Will I be able to see my Business Visa Card in CWB.digital?
No, you cannot view your Business Visa card in your digital banking platform.

Using mobile or your tablet

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. 
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 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 to tablets?

No, it is not applicable to tablets.

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 second day.

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 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 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).

Credit Cards

Account balance – Current amount owed on the account. This includes both your card balance and installment balance.

Card balance – Total amount owing on the card.

Balance due – Amount due on your latest statement. Pay by the due date to avoid interest.

Available credit – Your credit limit minus your total account balance and pending transactions. Your current installment balance will increase your credit limit.

Installment balance – Amount remaining for all installments made on your account. This does not include monthly processing fees.

Can I choose to grant access to a delegate(s) to my personal and business accounts?
Your delegate(s) will have access to business accounts of your choosing, however, for privacy and security reasons, they will not have access to your Personal accounts.
With my business accounts, can I choose what accounts my delegate(s) see

Yes, you can select the business accounts you want your delegates to see. Go to User Management > Account.

For privacy and security reasons, your delegate(s)s will not be able to see your Personal accounts.

Can I choose what accounts my delegate(s) can transact on?

Yes, you can choose the accounts your delegate(s) have permission to transact on when setting them. Go to User Management > Account.

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 the you click on an investment account, the maturity date and other related information will displayed to the client.
How far back can I obtain statements through CWB.digital?
You can get up to 7 years of statements. For statements beyond this period, contact your branch.

Bill Payments

Can I pay bills online?

Absolutely! Paying bills online is easy and secure.

  1. Set up the biller as a payee from the list of billers
  2. Enter the amount and the payment date
  3. 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 making 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’.  
Can delegates create a bill payee?
No, delegates can’t create a bill payee or manage/maintain their own payee lists. They only have access to the payee list created and maintained by the authorized signer/delegate.
Can a delegate carry out a bill payment transaction?
Yes, delegates with the appropriate permission can make a bill payment. However, the approval of an account signer is needed to complete the transaction.
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.

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

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

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.

Paying CRA and Provincial Taxes

Is there a minimum and maximum amount I can pay through CWB.digital?

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
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.
If I had a saved CRA form, will it be moved t CWB.digital?
No, any saved CRA forms will be lost when moving to CWB.digital.  Once moved, you can create and save your forms. 
What do I require to set up CRA direct deposit for my business?
You’ll need a 15-digit CRA business number (BN) and an active business account with CWB.
What do I require to set up CRA direct deposit as an individual?

You’ll need a 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.

Transferring Funds

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 delegates create a transfer recipient?
No, delegates can’t create a transfer recipient or manage/maintain their own beneficiary lists. They only have access to the beneficiary list created and maintained by the account signer/business user.
Can a delegate carry out a fund transfer transaction on my behalf?

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 Scheduled Transfers tab prior to the transfer dates. 

Can I set up a future dated fund transfer?

Yes, a delegate with the appropriate permission can make a fund transfer. However, the approval of an account signer is needed to complete the transaction.

Can I cancel a future dated transfer?
Yes, you have until the date preceding the transaction date to cancel it. Go to the Scheduled list 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/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 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 solutions to offer our clients in the future.

E-Transfers

Can I create multiple sender profiles if I have more then one business linked on CWB.digital?
Yes, you have the option of creating sender profiles for each of the linked entities that are combined.
Can I perform an Interac e-Transfer® From any of the accounts in a combined profile?
Yes. To do this you’ll need to create a sender profile for each of the entities for Interac e-Transfer®.
Will the e-Transfer recipient added in a combined profile be available across all entities?

You can make a recipient available to only one or across all the entities in combined profiles.

Can you request a Interac e-Transfer® from a 3rd party?

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

Can I set up a future 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 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 e-Transfer limits be changed or be able to be adjusted as part of CWB.digital?
No,  the current limits for e-transfer will not change

Cheque Management

Will my delegate(s) have access to mobile cheque deposit?
Yes, delegate(s) will have access to remote cheque deposit if they have been granted the permission at set up.
Can I set a default debit account for my cheque deposits?
Yes, you can. Go to Account Settings> Set Default Account
When processing a cheque deposit can I change the default account previously indicated for cheque deposits?
Yes, you can do this by changing the credit account when going through the cheque deposit process.
How do I obtain a void cheque?

You can contact your banking centre to obtain a pdf of a void cheque. However, for pre-authorized payments you can see the information that would be on the void cheque within your account details

Am I able to request a cheque book from within CWB.digital?
 No, this function is currently not available. 

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.

If I have alerts, scheduled bill payments, or transfers currently set up, will these move to CWB.digital?
Yes, if you have any of these items currently set up in digital  banking, they will automatically move over to the new CWB.digital (Note: for business customers, transactions need to be approved/cleared). 
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. 

Approving Transactions

Do I need to approve a transaction that I created if I am also one of the Authorizers required for the transaction?
Yes, you will need to both create the transaction and then approve it. You can do this through the Approval widget on the dashboard.   
How much time do I have as an Authorizer to approve a transaction?

The time required to approve is tied to the payment date of the transaction. For immediate payments, Authorizers have until the end of the day to approve, while for future dated payments, transactions will have to be approved before the end of the day on the day before the payment date.

What is the '"Due By" date I see when I post a transaction that requires an approval?
“Due By” date is the approval due date i.e. the date by which you must approve or reject the transaction before it expires.
Will I be able to select and approve multiple transactions that require an approval?
 No, you must approve transactions one at a time. This provides the opportunity to view the details of each transaction before taking action.   
What are Expired transactions I see on the dashboard?

These are transactions that were not approved by the payment date. Once expired, transactions cannot be approved or rejected.

Why do I no longer see some Approved, Rejected, Recalled, and Expired transactions on the dashboard?

Transactions are removed from the dashboard after 35 days and archived.

Can I perform transactions on my tablet as I do through my browser?
Yes, via browser in your tablet you can perform the same functionality.
Can I approve or reject a transaction on both desktop or mobile?
Yes, you are able to approve using either one. 

Managing Users

Is there a maximum number  delegate(s) that can be created to my profile?
No, there is no limit to the number of delegate(s) that can be created on your profile.
What actions can a delegate carry out?
These actions are based on what the delegate was set up for when the delegate role was created. All actions taken by a delegate must be approved by an Authorizer.
Will all delegate(s) have the same permissions on CWB.digital?
No, you can have delegate(s) with different sets of permissions. When creating a delegate, the Administrator can choose and select the different accounts, features and actions the delegate can access.
Do delegate(s) have any pre-approved limits assigned to them?
No, there are no pre-approved limits for delegates. Limits per transaction, daily transaction and weekly transaction needs to be defined for every delegate. 
Can I set different limits for different transaction types for my delegates?
Yes, you can assign different limits for different transactions types for your delegates.
Can I assign a delegate as an Authorizer?
No, only account signers can be made Authorizers.
I created a delegate who did not receive the activation link. Do I have to create the delegate again?
No, you can resend the activation link to the delegate from within the User Management feature.  
I created a delegate who failed to follow through the activation process when it was created. Do I have to create the delegate again?
No, you can resend the activation link to the delegate from within the User Management feature. 
Can I update the permission created for a delegate who failed to follow through the activation process when it was created? DO I have to create the delegate again?
Yes, you can update the permission for a delegate who was not activated. No, you do not have to create the delegate again. You can resend the activation link to the delegate from within the User Management feature.