Resources for your move to CWB.digital
We are very excited to introduce you to CWB.digital - a better digital banking experience! Not only does CWB.digital have an updated look and feel, but it runs on the latest technology. We’ve improved functionality, security, and added new features to make your banking easier and more efficient – freeing up more time for you to spend on the things that matter most.
To ensure you have a smooth transition to our new digital banking platform, we’ve put together important information and helpful tips to help you prepare for your move, as well as what to do after you have been moved. We think you’ll love what we've done with the place. Welcome and we hope you enjoy it as much we did while creating your new home for digital banking.
Before you move to CWB.digital, you will receive a letter approximately 30 to 90 days in advance of your move date.
You will also see notifications within your CWBdirect® Online Banking platform starting three weeks out from your move date.
IMPORTANT: If you’re a business client, you will need to clear any pending transactions from the approval queue in the week leading up to your move date. We recommend you clear your queue at the end of each business day.
FAQ's - Moving to CWB.digital
Do I have to do anything prior to being moved?
If you are a business client, you will need to clear pending transactions prior to your moving day.
When will I be moved?
You will receive notifications starting 3 weeks prior to your move in your current digital banking platform advising you of your move and additional details.
Will I need to download a new app when moved to CWB.digital?
Yes, you will need 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.
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.
If I have been moved and try to log on the existing platform, what will happen?
You will be redirected to CWB.digital.
Will I need to input my Personal Account Number (client card number) to log into CWB.digital?
Yes, you will need to use the login information that you use today when logging into CWB.digital.
If I have multiple Personal Account Numbers, how will I know which one to use?
You will receive a letter in the mail and notifications in your current digital banking site advising you of your move and details. However, continue to use the login information that you use today when logging into CWB.digital.
I have multiple Personal Account Numbers, will they be moving at different times?
Our aim is to move all your Personal Account Numbers on the same date, however, in certain cases this might not be possible. Please look out for notifications that will be displayed in your current digital banking platform that will advise you of your move date.
I have a joint account with my spouse/ family member/ colleague. Will we move to CWB.digital on the same date?
Not necessarily. Move dates are assigned individually for each account holder set up on the joint account. This means you may or may not share the same move date with the other person or people on your joint account. Moving on separate dates will not affect your access to the account. All account holders can continue to make online transactions regardless of if they have moved to CWB.digital or not.
What credentials do I use to log into CWB.digital if I consolidated my personal and business accounts?
You will use your business account information to log in.
I see that the new CWB.digital app is available in the App Store, can I download use use it?
We are very excited to introduce the new CBW.digital, however this app will only work for clients who have moved to our new platform. If you have not moved yet, please keep using the current CWB app until your move is complete.
I received a notification that my move to the new platform is delayed; what does this mean?
It’s important to us that you have the best experience possible with CWB.digital. To ensure this, we may need to change your move date. If you receive this notification, it means your move date has changed from the one we previously communicated to you. Not to worry, you won’t lose your current online banking access, so keep using it as you do today. We’ll also post a notification in your online banking when your new move date is determined.
After you've moved over to CWB.digital successfully, log in to your current online banking platform the way you usually do. As long as it’s on or after your move date, you’ll automatically be redirected to the new CWB.digital login page.
On the new login page, you’ll be able to log in the same way you do today, using your existing credentials. This will be your new login page for accessing CWB.digital.
After your move date, you’ll be able to access the platform by clicking CWB.digital under the Online Banking tab on cwbank.com (top right corner of your screen).
After your move, below are some reminders to help get you started on the right foot:
- Update any bookmarks with the new login page.
- Set up your CRA forms (if applicable).
- Set up your default debit account for bill payment (if applicable).
- Download the new mobile CWB.digital app and delete the existing one.
- Once you move to CWB.digital, your delegates will no longer have online access to your Personal Accounts (if applicable).
FAQ's - After you've moved to CWB.digital
If I had a saved CRA form, will it be moved to CWB.digital?
No, any saved CRA forms will be lost when moving to the new platform. Once moved, you can create and save your forms.
If I had a set default debit account for bill payment on the previous digital banking platform, will it be moved to CWB.digital?
No, you will need to set it up the first time you make a payment on the new platform.
Will my preferred debit account preferences be carried over to CWB.digital?
Your preferred debit account preferences will not move over to CWB.digital. You will need to set them up after your move.
Will my delegates move at the same time I move?
Yes, your delegates will be moving to CWB.digital at the same time.
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 currently in the current digital banking platform, they will automatically move over to CWB.digital (Note: for business clients, transactions need to be approved/cleared).
What will happen to the transactions in my business account if I don’t clear them before moving onto CWB.digital?
If not cleared, those transactions will need to be re-entered and processed on the new platform. We strongly recommend clearing all pending transactions prior to moving to CWB.digital.
Will I use Multi-Factor authentication with CWB.digital?
Yes, you will need to use your Multi-Factor Authentication (MFA) when logging in and when you update your personal information, password, and other information.
Additional resources
To help you in navigating our new CWB.digital site, we have created the CWB.digital demo page and FAQs around using the new platform. These resources will be useful for you to start viewing and learning our new digital banking platform and any new features that will come your way in the future.
