Online & Mobile Banking FAQs

Will my online/mobile banking username or password change?

For your security, your current username (Alias) and password will need to be reset once the system is converted. Your new username will now become your Member Card number and we will contact you with a temporary password. If you do not currently have a Member Card, but use online banking, we will contact you to provide you with a PAN (username) and temporary password that you will use to login to online or mobile banking.

How do I log in once the new system goes live?

You will be required to login through a desktop browser prior to logging into our mobile app. You will use your Member Card number or PAN as your username and you will be provided with a temporary password that will need to be reset the first time you log in to the system.

Will online banking be available during conversion weekend?

Online banking will not be available from October 22nd at 4:00pm to October 25th. Please ensure that all e-Transfers and payments due between these dates have been accepted and paid prior to October 22nd.

Will I have to reset anything once I log in to online banking for the first time?

Some features and settings will not carry over with the new system and will need to be reset. These are answered in questions below. To make it easier for you, we will mail you a checklist to remind you of some features and settings that you may wish to reset. Subscribe to our email list to get this checklist sent directly to your inbox when it’s time to prepare for the change.

Will pre-authorized, scheduled, and recurring payments convert over?

Yes, these payments will convert over with the system change.

Will my nicknamed/memorized accounts carry over?

Your nicknames and memorized accounts will convert not over for you. You will need to set these up again.

Will my Interac e-Transfer® recipient list transfer over?

No, you will be required to set this up again unfortunately. We recommend you keep a copy of this list in advance for reference.

Will my Interac e-Transfer® history transfer over?

No, this will not transfer over. We recommend saving this information or printing a copy for your records.

Will the conversion affect my direct deposit?

Your direct deposit will not be affected.

Will my bill payees transfer over?

Existing bill payees and any new bill payees that are set up prior to Friday, October 22nd will be transferred over.

Can I access Online Bill Pay while the system is changing?

Online Bill Pay will be unavailable between 4:00pm on October 22nd to October 25th. Please ensure any bills due during this time are paid prior to the weekend.

Where will I be able to find my cheque images?

Cheque images can be found on your monthly statement.

Will I have to re-download the mobile app?

You will need to delete the mobile app from your device and redownload it. This will ensure any saved usernames and passwords are removed. You will need to set up face/touch ID again if you use it. How you log in will be different as your username will become your Member Card number or PAN and you will have to set up a new password on a desktop browser prior to logging in to your mobile app.

Can I use my mobile app over conversion weekend?

Our mobile app will be unavailable from 4:00pm on October 22nd to October 25th.

How will joint accounts be affected during the conversion?

We are changing to relational banking. This means that you will now see all of your personal and joint accounts once you login to online/mobile banking. You will no longer need multiple Aliases for each of your accounts. You will also see all registered products (RRSPs, TFSAs, and RRIFs) that are in your name only. If you have a joint account and you currently do not have your own alias, you will need to be set up with your own to avoid potentially not seeing all your accounts. To set up your own alias please contact us at 905-575-8888.

Have other questions?

Explore related categories for other common FAQs.


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