Self-Serve Password Reset

Conveniently Reset Your Password

We're committed to providing a user-friendly online experience that lets you manage your finances in the way that is most convenient for you.

Frequently Asked Questions

What information do I need to reset my own password? Expand/Collapse

You will need your member number (the same one you use to log into online banking) and your Date of Birth. You will also need to have your mobile phone or email address that you use for 2-Step Verification accessible, as you will need to receive and enter a verification code to confirm your identity.

Who is this service available to? Expand/Collapse

All retail members who are enrolled in 2-Step Verification can use this convenient feature. If you are a business member on the Member Direct Small Business platform or a delegate of a business membership on this platform, please contact us or visit your local branch for a password reset.

I tried to reset my PAC using the self-serve option but have gotten an error message. Expand/Collapse

There are a couple of reasons why you may have received an error message. First, in order to use Self-Serve PAC Reset, you will need to be registered for 2-Step Verification. This feature is part of the way that we confirm your identity during the Self-Serve PAC Reset process.

If you are registered for 2-Step Verification and are receiving an error message, please call our Member Assistance Centre at 1-888-516-6664 and we will be happy to assist you!

Am I still able to visit my branch to have my PAC reset? Expand/Collapse

For sure! You are always welcome to give us a call or visit your local branch for any additional help you need resetting your password or using our online banking services.

How it works

Here’s how you can use the hassle-free option of self-serve password resets:

Step 1 - Click “Forgot Password?” under the login button on the online banking login page.

Click Forgot Password

Step 2 - Enter your Member number used to login to online banking and your date of birth. After the information is entered press “CONTINUE”.

Step 3 - You will then be asked to verify it is you through 2-Step Verification (remember you have to have 2-Step Verification setup on your account before you can use self-serve PAC/password reset). You will be asked if you would like to receive your authentication code by text or email if you haven’t already set this preference up. Then click “CONTINUE”.

Verify it is you

Step 4 - On the next page, you will input the code that you have been texted or e-mailed and click “CONTINUE” and you will receive a green check mark and “Verification Code Successfully Validated”. Click “Continue” again.

Ensure you use the code within 10 minutes or it will expire.

Input your Code

Step 5 - You will be directed to a page where you create a new online banking password, or Personal Access Code (PAC). Type your new online banking password (PAC) on both lines and then select “CONTINUE”.
Create your new online banking password

Step 6 - You will then be re-directed to the following “success” confirmation page that your new password has been accepted. It is now time to login to online banking with your new PAC. Click “GO TO LOGIN” button to login to online banking with your member number and new password.

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