New digital banking is coming
Welcome to cwb.digital, your new home for sharper, more modern digital banking. You’ll see an updated look and feel, and experience day-to-day banking that runs on the latest technology. We’ve improved functionality, security, and added new features to make your banking easier and more efficient.
We know moving to a new digital platform might seem like a big change, but we’ve built cwb.digital knowing that you love CWB because we’re a very human bank. That’ll never change, no matter what happens with our technology. Our banking centre experts will always be here 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.
Preparing for your move
Moving to cwb.digital can be as easy as following the prompts, however if you find you need more help along the way, review the step-by-step instructions below or search frequently asked questions.
Moving is as easy as...
Before you move:
1. Watch for your turn to move - you'll get a letter in the mail and see notifications in CWBdirect® Online Banking starting one month before your move date.
2. Ensure you know your login credentials (last 8-digits on your access card and password). If you have forgotten them, please contact your Banking Centre or our technical support line at 1-866-843-3917.
3. If needed for the future, print your CRA payment history and your Provincial Tax payment history in CWBdirect® Online Banking. View instructions.
This historical information will not be available in cwb.digital after you move, however, it is available on the federal and provincial tax websites.
4. IMPORTANT: If you're a business client, please approve or clear any pending transactions in your transaction manager when prompted to do so. Otherwise, these transactions may not complete and you may need to set them up again in cwb.digital. View instructions.
When you move:
You’ll know you have moved when you sign-in on your computer or in the app and are redirected to the new cwb.digital login page.
1. Sign-in using your existing username (last 8-digits on your access card, with no spaces) and password. If you have forgotten your
credentials, please contact your Banking Centre or our technical support line
at 1-866-843-3917.
2. Follow the prompts to set-up multi-factor authentication which will require you to verify your identity in two unique ways when signing-in. Multifactor authentication enhances your security. Watch demo.
3. Download the new mobile app (named “cwb.digital" with the white background) from the Apple Store or Google Play.
Delete the old mobile app named "Canadian Western Bank Mobile" with the teal background from your device.
*Note: if you are outside of Canada at the time of your move, you will need to contact your Banking Centre for security reasons.
After you move:
1. If you have multiple debit accounts, you can personalize the name of each account and set up your default debit account for bill payments to save you time in the future. View instructions
2. If you’re a personal CWB Mastercard holder powered by Brim, you can now link your credit card to your digital banking platform to see a single view of your accounts. Watch demo.
3. If you are a business client, review your Recurring Payments and Deposits with the CRA.
- If you make recurring payments to the CRA, set-up your CRA direct deposit so you don’t miss a payment. Watch demo.
- If you would like to set-up CRA direct deposits for tax refunds, watch this demo.
4. If you previously linked your accounting software to CWBdirect® Online Banking, this link will no longer work in cwb.digital for security reasons. The new, more secure Automated Book Balancing feature is coming soon to better support you. In the meantime, you can download your banking statements* and upload them to your accounting software when needing to reconcile transactions. View instructions.
*Pro-tip, delete the first nine "title" rows of the CSV file for your accounting platform to accept this data.
Answers to your questions about moving to cwb.digital
Do I have to do anything prior to being moved?
When will I be moved?
Will I need to download a new app when moved to cwb.digital?
Download the new mobile app (named “cwb.digital" with the white background) from the Apple Store or Google Play. Here's what the new app icon looks like:
Delete the old mobile app named "Canadian Western Bank Mobile" with the teal background from your device.
How do I log into cwb.digital?
Visit the login page at cwb.digital and bookmark this link for future use.
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 (last 8-digits on my bank card) to log into cwb.digital?
If I have multiple Personal Account Numbers, how will I know which one to use when logging into cwb.digital?
You will receive a letter in the mail and
business clients will receive notifications in CWBdirect® Online Banking advising
you which Personal Account Number is moving over.
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?
What credentials do I use to log into cwb.digital if I consolidated my personal and business accounts?
I see that the new cwb.digital app is available in the App Store, can I download and use it?
We are very excited to introduce the cwb.digital app, 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.
How do I unlock on my account on Moving Day?
If you are signing into your account for the first time since moving to cwb.digital and you become locked out of your account, you can contact our technical support line to unlock your account at 1-866-843-3917.
After you complete your move to cwb.digital and set-up multi-factor authentication for the first time, you will be able to unlock your account on your own by clicking 'Can't Log In?' on cwb.digital.
I am outside of Canada and trying to login to cwb.digital for the first time. Why isn’t it working?
To keep our clients safe, a security feature called a geo-block will prevent a first-time login to cwb.digital from outside of Canada. Please connect with your Banking Centre so they can help you.
- Once we have confirmed a few more details, we may be able to apply an exception that will allow you to complete their first-time login from outside of Canada.
- You must complete your first-time login within 5 days of the exemption being applied.
- This geo-block will not apply to future logins, after you have successfully logged in for the first time and set-up your multi-factor authentication.
I chose to receive my multi-factor authentication code by voice call and the number that phones me keeps changing. Is this normal?
Answers to your questions after you've moved to cwb.digital
If I had a saved CRA form, will it be moved to cwb.digital?
If I had a set default debit account for bill payments 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. View instructions.