Digital banking help centre

Digital banking help centre

Step-by-step instructions and videos to help get you on your way with Vision Credit Union's new digital banking platform.

For technical support call 1-855-801-5768

Step-by-step instructions and videos to help get you on your way with Vision Credit Union's new digital banking platform.

 


Getting started with your new digital banking platform

Managing accounts and day-to-day banking

Transferring funds and making bill payments

Stop payments

Set up and use Interac e‑Transfers®

Digital banking account security

Manage your business banking

Getting started with your new digital banking platform

We are excited you are taking this step! First, you will need to create a profile.

  1. Go to the login screen and enter your Member Card® debit card number and click ‘Continue.’
  2. Enter your date of birth and the mobile phone number of email address associated with your account. Click ‘Continue.’
  3. A popup window may display asking for the code you received by text message or email. Enter the code, if applicable, and click ‘Continue.’
  4. Enter a new username (username cannot be your debit card number).
  5. Enter a new password (following the password rules provided).
  6. Re-enter password for verification.
  7. Read and acknowledge the Direct Service Agreement and click ‘Continue.
  8. Confirm details and click 'Create user profile'.
  9. User profile is successfully created. Click 'Proceed to sign in'.
  10. You will be redirected to the login screen. Enter your new username and password.
 
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  1. Go to the login screen and enter your Member Card® debit card number and click 'Continue'.
  2. Enter your current online password. Click 'Continue'.
  3. Read and acknowledge the Direct Service Agreement.
  4. Enter a new username (username cannot be your debit card number).
  5. Enter a new password (following the password rules provided).
  6. Re-enter password for verification.
  7. Enter your mobile phone number or email address associated with your account.
  8. A popup window may display asking for a code you received by your mobile device (text message) or email address associated with your account. Enter the code and click 'Continue'.
  9. Confirm details and click 'Create user profile'.
  10. User profile is successfully created. Click 'Proceed to sign in'.
 
If you have never used VCU online banking before, these steps will walk you through the process of signing into your digital banking for the first time.

Step 1: Getting Started
  • Download the Vision CU mobile app from the Apple App store or the Google Play store.
  • Open the app and then tap 'Sign In'
  • Enter your 19-digit debit card number (or the MemberDirect Access only card number your branch gave you). Then tap 'Continue'
Step 2: Confirm Your Identity
  • Enter your date of birth
  • Enter either your mobile phone number or email address and then tap 'Confirm'
  • You will receive a One-Time Passcode to the mobile phone number or email address you entered in the previous step
  • When you receive the passcode, enter it in the space provided. (If your code expires before you can enter it, just tap 'Resend code' and you will be sent a a new code). Then tap 'Confirm'
  • You should now see a green 'Confirmed' under your contact information. Then tap 'Continue'
Step 3: Create Your User Profile
  • Set up a Username: Choose your name carefully as you cannot change it later. (Please do not use your PAN. If someone else has already chosen the username you want, you will be prompted to choose a different one.)
  • Enter a secure password that you can remember. (It should be at least 10 characters, include at least 1 uppercase letter, 1 lowercase letter and 1 number).
  • Re-type your password
  • Check the box accepting the Direct Service Agreement and then tap 'Continue'
  • Double check that all the details you entered are correct and then tap 'Create User Profile'
Step 4: Sign In
  • Tap 'Proceed to sign in'
  • Enter your new username and then tap 'Continue'
  • Enter your new password and then tap 'Continue'

Maximum 35 alphanumeric characters (A to Z, a to z, 0 to 9, and special characters) and your username cannot be your PAN (19-digit debit card number).

Simple tips:

  • It could be your email address
  • Something you can remember easily
  • It cannot be changed
  • If you try something and it isn't accepted, it means someone else already has that username.
  • at least 10 characters minimum and up to 35 characters maximum
  • at least one uppercase letter
  • at least one lowercase letter
  • at least one number
  • special characters are optional

Simple tips:

  • Choose a letter of the alphabet and swap it out with a number or special character every time it appears in your password.
  • Use a code that you understand for your password
  • Spell a word you choose backwards and add numbers

No, once you’ve chosen a username, you won’t be able to change it.

Simplify your login experience by setting up your phone’s biometric login features (if applicable).

  1. Follow your device’s instructions for turning Fingerprint ID or Touch ID on
  2. Log in to the Vision Mobile app
  3. From the menu, click Security
  4. Click set up Fingerprint/Touch ID

No, the good news is now you can log in with the use of your personal username instead of having to remember a 19-digit card number. In fact, that unique user name is what you should always use going forward once you've logged in the first time. 

You can access the Vision Credit Union app by searching for "Vision Credit Union mobile banking app" in the App Store or in the Google Play Store.


You will not need an app to use mobile banking on your tablet or iPad. You can access the website and log in through https://www.visioncu.ca through a browser. The website will react and is responsive to the size of your tablet's screen. The user experience is better through the tablet's browsers like Safari or Chrome versus downloading the mobile banking app on your tablet. 

All your current bill payees will be automatically transferred with your new digital banking or on your new Vision Credit Union mobile banking app. 

Managing accounts and day-to-day banking

  1. To update your home address, phone number(s) and email address yourself, we need to have either your mobile phone number or your email address in our system.
    • In online banking, selected My VCU, then under Settings click Contact details
    • In mobile banking, navigate to your menu "=", select Settings and tap Contact details
  • The cheque can’t be drawn on the same account the funds are coming out of
  • The cheque can’t be post-dated or altered
  • Deposits need to be in Canadian funds drawn on a Canadian financial institution
  • All deposits should be payable to, and endorsed by, the account holder
  • The limit is $100,000 per cheque
  • Keep remotely deposited cheques in a safe place for 90 days, then destroy them 

What you do:

  1. Sign in to the Vision Credit Union mobile app, navigate to your menu “=” and select Mobile Deposit
  2. Select the account in which you’d like to deposit your cheque, and enter the cheque amount
  3. Using your device, take a picture of the front and back of your cheque
  4. Confirm deposit details

NOTE: The funds will immediately appear in your account, but normal hold times still apply for all deposited amounts.

 

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The transaction history only appears as one month in the app, but if you go to "view transactions" and click on the search button magnifying glass, you can change the search criteria - including the date range. On desktop, the transaction history date range can be easily changed to go back up to two years. 

Yes. You can set up shortcuts through the widget function on your mobile device by navigating to the menu (three-line stack icon), choosing ‘Settings’ and tapping on ‘Widgets.’ There you will be able to add up to three accounts you would like to view. If you’re sharing this device, we recommend you turn off this option.

You can also add some of your favourite transactions as shortcuts in the widget, giving you an even quicker way to do your banking.

  1. Log into your Digital Banking account.
  2. Click on Accounts.
  3. Click View eStatements.
  4. Select the account that you would like to view.
  5. Select the year and then the month of the statement you wish to look at.
eStatements are available to view on desktop and on our new mobile apps.

Forgot your password? No problem. Follow these steps to reset it on the app or in digital banking.

  1. From the login screen, click Forgot Password
  2. Enter your username
  3. Enter your email or phone number
  4. Follow the instructions that are emailed or texted to you

Check out our short video on how to reset your password

 

  1. Select Transfers & Payments (on the app tap the menu icon and then ‘Transfers’)
  2. Go to Transfers and then Transfer Funds
  3. Select the transfer to account from the dropdown or select another Vision member and enter the account number
  4. Enter the amount
  5. Enter a memo (optional)
  6. Select Continue
  7. Review the details and select Continue
  8. Click the favourites icon (heart with plus [+] symbol)
  9. Enter the favourite name
  10. Select add to favourites
  11. To add another favourite transaction, follow the above steps using whatever transaction is desired i.e.: recurring bill payment, e-Transfer®.
 
  1. Login to Digital banking
  2. Select Accounts from the navigation menu
  3. Select favourite transactions
  4. Click on the use icon
  5. Verify the details and make any changes
  6. Click Continue
 
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Transferring funds and making bill payments
You only need to do this once per vendor. After that, you can make your payments quickly and easily.
  1. Sign in.
  2. If you're using online banking click Transfers & payments, under Payments select Manage payees. If you're using the mobile banking app, navigate to your menu "=", select Payments and tap Manage payees
  3. Click the + symbol if you're using our app, or the Add payee button if you're using Vision's online banking
  4. Search for the vendor name, enter your payee account number and confirm your payee details
  5. This request requires an additional security step. Select how you want to receive your confirmation code
  6. Enter the confirmation code you received to confirm that you want to add this bill payee and click Continue
To pay a bill, first create your payee list. If you're already set up to pay bills, then you're ready to go:
  1. Sign in to Vision’s digital banking
  2. If you’re using online banking click Transfers & payments, under Payments select Pay bills. If you’re using the mobile banking app, navigate to your menu “=”, select Payments and tap Pay bills
  3. Choose the account you’d like to pay from. If you’re using our app click Add Payment
  4. Select the bill vendor and enter the payment amount
  5. Change the payment date if you wish to schedule the bill payment for a future date
  6. Click Continue when you’re done and confirm your payment
  7. Click Add Payment if you’re using our app, click Continue and confirm your payment
 

Simply use the “Schedule recurring payments” option to set up recurring payments in online banking or in the mobile banking app. You can schedule a recurring bill payment up to three years in advance.

  1. Sign in
  2. If you’re using online banking click Transfers & payments, under Payments select Pay bills. If you’re using the mobile banking app, navigate to your menu “=”, select Payments and tap Pay bills
  3. Click on the Schedule recurring payments tab and select the account you will use to pay your bill
  4. Specify the vendor, amount, frequency of the payment and start and end date
  5. Confirm your payment
 
On a recurring payment series, you don't have the ability to edit the "pay from" account, frequency, starting date, ending date, etc. To make changes you will have to delete the payment series and re-add it with the correct details.

Tip: Deleting a payee will not automatically delete any future-dated or recurring payments for this payee. Before deleting a payee, we recommend that you review the list of scheduled bill payments and delete any future payments to this payee as necessary.

  1. Sign in
  2. If you’re using online banking click Transfers & payments, under Payments select Manage payees. If you’re using the mobile banking app, navigate to your menu “=”, select Payments and tap Manage payees
  3. Find the payee and click on the trash icon
  4. Confirm the payee to be deleted

Vision Credit Union's digital banking offers a convenient way to cancel bill payments.

  1. Sign in to Vision’s digital banking
  2. If you’re using online banking click Transfers & payments, under Payments select View scheduled payments. If you’re using the mobile banking app, navigate to your menu “=”, select Payments and tap View scheduled payments
  3. Select the account the bill payment was made from
  4. Select the payment you would like to delete
  5. Confirm payment to be deleted

Did you know?

Payments that are visible in the Scheduled Payment menu can be cancelled online. If the payment is no longer visible you can contact us, prior to 8 p.m. the same day and we will attempt to cancel it for you. Note: service fees may be applied.

You can transfer money to another Vision Credit Union member’s account through online or mobile banking. To set up a member-to-member transfer you require the 12-digit Vision Credit Union account number for that member. You must also have a valid email address or mobile phone number on file to complete the request.

Tip: Make your member-to-member transfer a favourite transaction. This way you won’t need to remember their 12-digit account number every time you want to transfer money to them.

What you do:

  1. Sign in
  2. If you’re using online banking click Transfers & Payments, under Transfers select Transfer Funds. If you’re using the mobile banking app, navigate to your menu “=”, select Transfers and tap Transfer funds
  3. Choose the account you would like to transfer the funds from and select the Transfer to Another VCU member radio button
  4. Enter the 12-digit account number you would like to transfer the funds to and the amount
  5. Select the transfer type (it can be immediate, scheduled for a future date or recurring) and confirm transfer details
  6. This request requires an additional security step. Select how you want to receive your confirmation code
  7. Enter the confirmation code you received to confirm that you want to transfer funds and click Continue
 
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You can also schedule transfers up to two years in advance, or have them repeat daily, weekly, or monthly up to ten years. You can even make a RRSP or TFSA contribution by transferring into an existing RRSP or TFSA.  

What you do:

  1. Sign in
  2. If you’re using online banking click Transfers & Payments, under Transfers select Transfer funds. If you’re using the mobile banking app, navigate to your menu “=”, select Transfers and tap Transfer funds
  3. Choose the account you would like to transfer the funds from, the account you would like to transfer to, and enter the amount you would like to transfer
  4. Select the transfer type (it can be immediate, scheduled for a future date or recurring)
  5. Click Continue and confirm transfer details


Stop payments

  1. Sign in to Vision Credit Union’s online banking
  2. Go to Accounts, under Cheques select Stop cheques
  3. Click Create a stop cheque
  4. Select the account the cheque is drawn on
  5. Select a reason for the stop cheque request
  6. Enter the cheque date, the name of the payee, cheque number and cheque amount
  7. Click Continue and confirm cheque stop details

A service fee will be applied if the debit is returned as Stop. See your branch for more information.

  1. Review your account activity to make sure that the pre-authorized payment hasn't already been processed. 
  2. Contact us to stop a pre-authorized payment.


Set up and use Interac e-Transfers®

With Interac e-Transfer you can receive and automatically deposit money. Using online or mobile banking, you can send money to anyone with: 

  • An email address or mobile phone number
  • A bank account with a Canadian Financial Institution
  • Online banking access

If you have an Interac e-Transfer®  profile already set up, just log in to Vision’s digital banking and you will be able send and receive e-Transfer®  transactions.
If you do not have an Interac e-Transfer®  profile created, go to Transfers & Payments (on app tap the menu icon then select Transfers) and select Interac e-Transfer® .
Click Profile settings.
You will be asked to confirm your information – name, email, mobile phone.
Click Continue.
Verify your details and click Continue.
Enter the one-time password you received at your mobile devices (text message) or email address.
Click Continue.

 

To send someone an Interac e-Transfer®, they need to be on your list of recipients.

  1. Sign in
  2. If you’re using online banking click Transfers & payments, under Interac e-Transfer select Manage contacts. If you’re using the mobile banking app, navigate to your menu “=”, select Interac e-Transfer and tap Manage contacts
  3. Click the + symbol if you’re using our app, or the Add contact button if you’re on Vision’s online banking
  4. Enter the recipient’s name, email address and/or mobile phone number and notification method
  5. Enter a security question that the recipient will know the answer to, as well as the security answer he or she must provide to receive and deposit the money
  6. Confirm your contact details
  7. This request requires an additional security step. Select how you want to receive your confirmation code
  8. Enter the confirmation code you received to confirm that you want to add this recipient and click Continue

To begin using Interac e-Transfers you must have a profile created and the recipient added to your contact list.

  1. Sign in
  2. If you’re using online banking click Transfers & payments, under Interac e-Transfer select Send money. If you’re using the mobile banking app, navigate to your menu “=”, select Interac e-Transfer and tap Send money
  3. Select the account you would like to transfer funds from
  4. Select the recipient and the amount of the transfer
  5. Click Continue

Be sure to let the recipient know the answer to the security question (but don't send it along with the transfer). Your account will be debited the transfer amount immediately, plus a service fee (if applicable).

 

To receive an Interac e-Transfer you must have a profile created.

  1. When someone sends you an Interac e-Transfer, you will receive a notification through email or text message
  2. Click on the link to access a secure Interac website. You will be taken to the Interac website and asked to select your financial institution
  3. Sign in to online banking or our mobile banking app
  4. Enter the answer to the security question and click Accept
  5. Select the account you would like the funds deposited into and click Continue
  6. Confirm transfer details and click Confirm
 
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The Interac Autodeposit feature allows you to have money sent via Interac e-Transfer automatically deposited directly into your Vision Credit Union account, without having to answer a security question.

  1. Sign in to Vision’s digital banking
  2. If you’re using online banking click Transfers & payments, under Interac e-Transfer select Autodeposit settings. If you’re using the mobile banking app, navigate to your menu “=”, select Interac e-Transfer and tap Autodeposit settings
  3. Click the + symbol if you’re using our app, or the Add autodeposit button if you’re on Vision’s online banking
  4. Select what you want to register with and enter your mobile phone or email address
  5. Select the account where deposits will be made and check the box to acknowledge the statements
  6. Confirm autodeposit details and click Continue
  7. This request requires an additional security step. Select how you want to receive your authentication code
  8. Enter the confirmation code you received and click Continue
  9. You will receive an email or text message from Interac to complete the autodeposit registration. Click Complete registration
The Interac e-Transfer Request Money feature is not yet available on our new digital platform, but we are working on it

You can cancel pending, declined or expired transactions. 

  1. Sign in
  2. If you’re using online banking click Transfers & payments, under Interac e-Transfer select History. If you’re using the mobile banking app, navigate to your menu “=”, select Interac e-Transfer and tap History
  3. Click on the Pending transactions tab, choose the pending transfer you want to cancel and click the Cancel or “X” button
  4. Click Continue and confirm transaction details
 
Watch video


    Digital banking account security

    We recommend you set up security alerts so you will be notified if a transaction or action has happened that you didn’t perform. 
    1. Sign in
    2. If you’re using online banking click My VCU, under Alerts select Security. If you’re using the mobile banking app, navigate to your menu “=”, select Alerts and choose Security
    3. Select the type of alerts you would like to receive and how you would like to receive them
    4. Save and you’re done.
     
    Watch video
    1. Sign in
    2. If you’re using online banking click My VCU, under Alerts select Security. If you’re using the mobile banking app, navigate to your menu “=”, select Alerts and choose Security
    3. Select the type of alerts you would like to receive and how you would like to receive them
    4. Save and you’re done.

    You can adjust or unsubscribe to your current alerts or subscribe to new ones at any time. Sign in to online banking, navigate to My VCU and choose from Account or Security Alerts.

    You can also change your alerts on your mobile banking app by navigating to your Menu “≡”, selecting Alerts and choose from Account or Security Alerts

     

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    On your desktop or tablet:
    1. At the login page, click Forgotten password.
    2. Select Click here to recover your access.
    3. Enter your email address or phone number and click Continue.
    4. Enter the code that was sent to your email inbox or mobile phone via text message.
    5. Enter your new password and confirm the new password. Click Continue.
    6. You will be returned to the login page.
    7. Log in with your username and new password

    On your Vision Credit Union mobile app:

    1. At the sign-in page, tap Forgotten password.
    2. Enter your username and select either e-mail or text message used in mobile app sign up.
    3. Enter your email address or phone number and select Continue.
    4. Enter the code that was sent to your email inbox or mobile phone via text message.
    5. Enter your new password and confirm the new password.
    6. Tap Continue.
    7. You will receive a prompt that the password was successfully updated.
    8. Log in with your username and new password.
    Check out our short video on how to reset your password. 

    Watch video

    Both fingerprint and facial recognition will be available on the new mobile platform, if your mobile device supports it.

    Simplify your login experience by setting up your phone’s biometric login features (if applicable).

    1. Follow your device’s instructions for turning Fingerprint ID or Touch ID on
    2. Log in to the Vision Mobile app
    3. From the menu, click Security
    4. Click Set up Fingerprint/Touch ID

    One-time security codes provide an additional layer of protection that safeguards sensitive information and certain online banking activities. It’s a numeric security code (up to 7 digits) that you will receive via text message to your mobile phone or to your email address when you perform certain activities.  The code is time sensitive and valid only for a limited amount of time. Here are some examples of when one-time passcodes are used:

    • Register for online banking
    • First time you sign in to online banking
    • Add a new bill vendor
    • Update contact information
    • Change or reset your password
    • Transfer funds to other members
    • Add an Interac e-Transfer® recipient

    First, check your spam or junk folder. If you don’t find it there, click resend the code on your confirmation screen to try it again.

    Unsuccessful attempts with facial or thumbprint recognition, or entering your password incorrectly can cause a lockout on your account.

    To get it unlocked, please call us at 1-855-801-5768. You can also select the ‘Forgotten Password’ link to reset your login.

    1. Login to digital banking on desktop/tablet or the app.
    2. Select Alerts on the menu 
    3. Click/tap Security
    4. Select the notification types.
    5. Toggle on/off the types of notifications to receive (text message, email, push notifications)
    6. Click/tap Save
    7. You can choose to receive alerts using all, a combination of or one notification type (text, email and/or push notification). However, there are 3 mandatory security alerts that are received by email and cannot be turned off.

    Check out our short video on how to set up alerts. 

    Watch video

    Manage your business banking

    For the best experience, we recommend that if you have a personal account with us you onboard yourself (the signer) before you onboard your business.

    The first time you log on, you’ll be asked to create a username. This unique username should be made up of numbers and letters to a maximum of 35 characters (no special characters like !, #, $, @). Your username cannot be changed once submitted so choose something you can remember.
    • As part of our enhanced security, you’ll be asked to input an email or cell phone number, so you can receive a secure code to verify it’s you setting up access. The email or cell phone you input must be the one that matches our records.
    When you onboard your business, you will be asked to create a new username. If you have a personal account with us, choose a different username than you did for your personal account.
    • When asked to provide the date of birth and email or cell phone number for verification, use your personal information along with your business’ debit card (PAN) number.
      Do not use your debit card number as your username.

    If you would like to connect (consolidate) your personal and business accounts into one digital banking profile, sign into your business account and choose Business Services on the top navigation.

    • You will then be asked to input the username and password for your personal account.
    • Once this is complete, you will need to sign-out and sign back-in to see the consolidation.
    • This step can only be completed once you have onboarded both your personal and business accounts.
    • Once you’ve onboarded, you’ll need to set-up your Interac e-Transfer® profile. You won't be able to send or receive e-Transfers until your profile is set-up.
    • Go to the menu and select Transfers & Payments. Under Interac e-Transfer select Profile Settings and update your information.
    • If you have had Interac e-Transfers® sent to you over the weekend, you will need to select Vision Credit Union as your financial institution to be able to accept the transfer.
    • To add e-Transfer contacts, go to ‘Transfers & Payments’ and under Interac e-Transfer you’ll see Manage Contacts where you can add recipients.
    • Did you know that setting up Autodeposit for your e-Transfers reduces the risk of fraud? With Autodeposit, transfers are directly deposited into the bank account of your choosing so there is no chance for fraudsters to intercept the Interac e-Transfer® if they gain access to your email account. To set-up Autodeposit go to Transfers & Payments and select Interac e-Transfer. Under this menu, go to Autodeposit Settings to turn this feature on.

    As a signer on the business, we need to authenticate you as an individual. It’s important that your personal information (date of birth, email and cell) in your file is up to date so we can validate who you are.

    If you want to easily switch back and forth between your personal and business accounts under a single login, you will need to complete the onboarding process for each membership separately.

    From your business profile, you can then add your personal or other business accounts and access them from a single login.

    Check out this short video on how to consolidate your profiles.
      
    There is no limit on the number of businesses you can consolidate with one personal account.

    As a signer on the account, you can set up a delegate’s username, as well as assign Read-only or Initiator access. This transaction requires you to enter an authentication code before it can be completed.

    A temporary password will be generated and sent to the delegate by email or cell phone. You will need to notify the delegate of the username you have set up.

    Check out our short video on how to set up delegates for your business account.

     

    All delegates will need to be added again, so if you can't see your accounts, make sure you have been set up on the new platform.

    Contact a signer on the account to set this up.

    On a two-to-sign business account, the confirmation number and status will display once the second signer has confirmed approval of the transaction.

    From your business profile, you can set up a CRA business account and make a tax payment by going to Transfer & Payments, then select Pay corporate taxes.

    Note: CRA payments can only be made via the desktop application. Because of the complex nature of submitting CRA payments, the screens on mobile devices are not optimal.

    Check out this short video on how to make business tax payments.

     

    You can download your transactions into the format needed for Quickbooks and Quicken by scrolling to the bottom of your account and selecting the 'Export' button. These documents can then be uploaded into Quickbooks or Quicken. 

    Digital banking has a character limit when it comes to the business name and your business name may be outside the limits. This will not impact any of the information sent with bill payments or what is stored in our banking system.

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