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Phone Support 604-874-4911

FAQ
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FAQ

Why does the browser show an error message saying 'the page cannot be displayed' instead of the login page?

If it's your first visit, please make sure you can login to other websites that use a secure connection. Such sites have 'https' (note the 's') in the beginning of the URL. If you have a similar problem with other sites, please contact your Network Administrator or Internet Service Provider. If you were able to connect to the site before, check your computer for viruses. Some viruses can change settings on your computer and prevent access to sites or redirects your browser to a fake site. If a virus or Trojan was found on your computer, we strongly recommend you change all your passwords. Viruses and Trojans can steal passwords from your system and it may result in unauthorized access.

Why is there a message suggesting to accept/install a certificate?

DO NOT INSTALL OR ACCEPT THE CERTIFICATE! While some sites use their own certificates, the Internet Banking site uses certificates issued by trusted Certificate Authority that must be recognized by all modern browsers. If you see this message, make sure the browser was not redirected to a fake site (see the question above). Do not click on the links in e-mail messages to go to the Internet Banking login page (see the next question) - use the browser's Bookmarks or the link from the CU main website.

What is Phishing?

Phishing (or brand spoofing) is a type of scheme that uses fraudulent e-mail and web pages to gather information for the purpose of identity theft. Most commonly, users receive spam e-mail (mass e-mail messaging) that appear to come from legitimate businesses. People have been tricked by these deceptive solicitations into sharing passwords, credit card information, social insurance numbers and bank account numbers.

Why does the image on the login page say 'INVALID CERTIFICATE'?

The Internet Banking site uses certificates issued by trusted Certificate Authority that must be recognized by all modern browsers. As a proof of identity, there is an image on the login page showing the current date* and the text 'SECURE SITE'. Click on the image to see the information about the certificate. Do not login to the site if the certificate is not valid (see questions above).

*Because of the time difference, the image might show tomorrow's date.

Why must cookies be enabled in the browser?

A cookie is a small file created by a Web server on your computer that can be referenced when the website is visited or when a page on the site is visited. There are two types of cookies: session cookies and persistent cookies. We only use session cookies during a single website visit and they are automatically deleted from your computer when you leave the site. Always use the Logout button to finish the Internet Banking session. We don't use cookies to collect information about identifiable individuals or use cookie information to offer products and services to the members. We never store your personal financial information in cookies or use cookies to track your Internet use after you leave the site.

Usability

I bookmarked the Internet Banking login page. When I select the bookmark, why does the page say 'the session is expired'?

Please edit the bookmark and the Address (or Location in some browsers) field by removing everything after '.com'.

The text on pages is too small (too big). How can I change it?

You can increase or decrease the displayed text size by modifying the "Text Size" settings in your browser.

Security
More Info

Security Policy

During sign on, your Alias Name and Password are encrypted and sent to our secure web server via Transport Layer Security (TLS). TLS is a protocol that transmits communications over the Internet in an encrypted form. TLS ensures that your information is sent, encrypted and unalterable, to our Web server. Once our secure Web server receives your request, it is processed and information is sent back to your Web browser, in encrypted format, via TLS. Information from this Internet banking Web site is transmitted securely at all times.

We use strong encryption technology to help ensure that data passing between your computer and our Web server is secure, therefore you must have a browser that supports this level of encryption (in technical jargon: 128-bit encryption).

We use digital certificates issued by trusted third party companies to let you know that our site is secure and genuine. You can verify this by ensuring there is a padlock icon and/or "https" in the address bar (as opposed to "http").

We use session cookies to store information about your login, which do not get stored to your device. Once you log out of the website your session cookies are removed and can no longer be used to access the website.

We use next generation firewalls, network security and monitoring, server hardening, access control and auditing, and logging and alerting to ensure the security and privacy of your data.

While we take your security and privacy very seriously, you must also ensure that you treat your credentials as confidential and never share them with anyone.

Our system will log you out after 10 minutes of inactivity.

No. 3 Firehall
2 - 2801 Quebec St.
Vancouver, BC V5T 3A8