DIGITAL UPGRADE SUPPORT CENTRE

You’ll be redirected to a new login page with an updated logo that reflects our evolved brand. Then you’ll be guided through a one-time setup to create your new online banking profile. You’ll create a new username and password and complete a two-step verification process to confirm your identity. To receive your verification code, your email address and cell phone number must be up to date.

Usernames in the new digital banking platform must meet the following criteria:

• Between 6–32 alphanumeric characters
• Must include alphabetic letters
• Does not include spaces
• May include numbers or special characters, except for < and >
• Not more than 3 repeated characters

Passwords in the new digital banking platform must meet the following criteria:

• Between 10–50 characters
• Minimum 1 letter
• Minimum 1 number
• Minimum 1 special character
• Minimum 1 uppercase and 1 lowercase letter
• Not more than two identical characters in a row
• Passwords must not include spaces or the following special characters: / & < > " ' * ?

Two-step verification is used more frequently during your first login, when you switch devices or when you take higher-risk actions. This helps to protect your account. You may notice more prompts in the beginning while the platform learns your typical login behaviour. Saving your device as a preferred device will reduce how often you’ll complete two-step verification.

Most likely it’s because your contact information on file (email and cell phone number) is outdated, incorrect or missing. Please call our Member Advice Centre or visit your nearest branch so we can update your information.

When it launches on May 5. We'll notify you in advance with details on what to expect and how to prepare.

You don't have to use online banking to manage your finances. However, if you choose to bank digitally, you'll need to use the new online banking experience. Once it launches, the existing platform will be retired. To continue banking online or through the mobile app, you'll need to complete the one-time setup.

You can complete your first-time login using either the mobile app or a desktop computer, whichever is most convenient.

However, we recommend first-time login is completed on a desktop or laptop computer. These devices are more likely to have up-to-date software, which reduces security and performance risks. Completing first-time login is also an easier and more efficient process when using a full-size keyboard and a larger screen.

Some things will feel familiar, while others will require setup when you first get started:

• You'll create new login credentials (username and password)
• If you use account alerts, you'll re-establish your preferences
• Mobile users will download the new app
• Business members will set up account delegates, including their level of access, and re-consolidate any connected accounts

Yes. Once the new online banking experience launches, the existing app will no longer work. You will need to download the new mobile app from the Apple App Store^® or Google Play™ store.

Yes. For security reasons, biometric login—such as fingerprint or Face ID on supported devices—will need to be set up again after you install the new mobile app. Biometric login is optional. You can choose to sign in using your password instead.

The mobile app currently supports iOS 13 or later for Apple (iOS) devices, and Android 10 or later for Android devices.

There may be a few reasons for this. Please check that your contact details match what Collabria, has on file for you. You can call Collabria to verify using the phone number on the back of your credit card. If your contact details aren't the issue, please try again or contact us for help.

With our new digital banking experience, your credit card balance is shown for the entire account, not per individual card. If you have more than one card on the same account (for example, a primary and a secondary card), purchases from all cards are combined into one total balance. Any closed card will also be included. This reflects how credit cards are billed, the primary cardholder is responsible for the full balance.

Yes. While there is one combined balance, you can still see individual transactions for each card, including which card made each purchase (for example, by the last four digits of the card). Seeing transactions you didn’t personally make is expected and does not mean there’s an issue with your account.

No. Me‑to‑Me transfers, which allow you to move money between your Valley First account and your personal account at another Canadian financial institution, will no longer be available. Business‑to‑Business transfers, which provide similar functionality for business accounts, are also being discontinued.

As an alternative, Interac e‑Transfer^® offers a secure and widely used way to send and receive money quickly and conveniently between Canadian financial institutions.

No. We understand this may be frustrating for members who use this function to manage regular payments. While we're exploring options to support similar needs in the future, there isn't a direct replacement at this time.

One time Interac e-Transfer services will continue to be available. You can also set scheduled or recurring transfers between your Valley First accounts, use bill payments, pre-authorized debits, and remote cheque deposit where appropriate. Contact an advisor if you have questions or need help choosing the best alternative.

Yes. Your existing bill payees and Interac e-Transfer contacts will automatically transfer and be available in both desktop online banking and the mobile app once your migration to the new online banking experience is complete.