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Our digital house is OPEN

Thank you for your continued diligence as we move towards the transition to Synergy’s new digital banking platform in our digital house.

We are excited to share it with you!


Here is some quick links to help you navigate through the page:


Contact information

To facilitate a smooth transition, ensure a valid cell phone number and/or email address has been registered with Synergy.
If you have registered your email address and have not been receiving communications from Synergy, be sure to check your spam or junk folders.

Frequently asked questions

We recognize that change can come with questions. That’s why we have put together a list of common questions and answers you may have for digital banking and banking in general.

INTERAC e-Transfer® actions:

If you use INTERAC e-Transfer as a way of sending and receiving money, here is relevant information for you.

1. INTERAC e-Transfer profiles have successfully migrated to our new platform

If you have not set up an INTERAC e-Transfer profile in the new digital banking platform: your profile from previous online banking will have migrated and is available to you right now. This will include your recipient list as well as Autodeposit if you had that enabled.

If you have set up an INTERAC e-Transfer profile on the new platform prior to migration being completed: you will need to add contacts and set up Autodeposit again.

Viewing INTERAC e-Transfer history

Historical INTERAC e-Transfer transactions did not carry over to the new system and will only be viewable from March 16th onward.


2. Ensure timely receipt of funds transferred

We have transitioned to the new digital banking. Any INTERAC e-Transfer transactions sent prior to March 16 will not be viewable, nor can be cancelled through digital banking, as these specific transactions have not carried over. If you have a pending request for money outstanding, and if you had Autodeposit set up, the request will fulfill. If you did not have Autodeposit please contact us.

Action required:

  • We recommend contacting recipients for sent transactions to receive their funds as soon as possible.


Good to know:

The "Request Money" feature will not be immediately available; however, it is planned to be re-enabled in the next few months.

3. When accepting INTERAC e-Transfers in the new Digital Banking platform

When accepting an INTERAC e-Transfer for the first time in the new Digital Banking platform (which was launched March 16, 2021), and if you had accepted INTERAC e-Transfers previously, you may be presented with the Synergy name and logo. If this is the case, please follow these steps:

  1. Bypass selecting Synergy/clicking on the logo
  2. Scroll down to “Select a different financial institution”.
  3. Select Synergy Credit Union from the list.

The reason for this is due to your device remembering where to go, which is the old platform that is no longer there.

Once you do this for the first time, your device should remember where to go (which is the new digital banking) and you would not have to repeat these steps.

®Trademark of Interac Inc. Used under license.

CRA and business taxes

We are thrilled to announce that there will be no disruptions to your ability to make payments to the Canadian Revenue Agency. As a reminder, information under the ‘history’ section did not migrate.


Pay business taxes, action required:
  • If you had any scheduled or recurring CRA payments, you will need to set these up again. These did not transfer to the new digital banking system.

CRA Direct Deposit form:
  • The CRA Direct Deposit form is not available today, however it is on the roadmap to be re-added. If you need to set up your direct deposit with CRA, please visit the Canadian Government website and register under "My Account".

Small Business Online Banking

We want to help you get started on the new digital banking platform as smoothly as possible.

Action required:

  • Your business’ delegates did not carry over to Synergy’s new digital banking.
  • You will be required to re-create access for any of your existing delegates before they can sign in. When you process your delegate set up, it will need to be completed via desktop as this feature is not available to do on the mobile app.
  • To learn more, view our step-by-step Set Up Delegates demo.

​What to expect with the transition

With the move to the updated technology, there are a few things to be aware of:

New Link:

  • There is a new link to online banking, which means that cookies (such as memorized accounts) will not carry over. Your memorized login will also not carry over.


New Apps:

  • There is new apps, which means that if you use our banking apps the following will be the steps to take if you have:

    • Android Smartphone - delete current app and download the new app (apps are located on the footer of synergycu.ca)

    • iPhone - update your app

    • It’s good to know the app is only available on iPhones and Android Smartphone. Apps cannot be installed onto tablets.



Mobile Wallet:

  • If you are a new user or want to use a new card through the Apple Wallet, you can have your card provisioned via SMS message, email or our Member Contact Centre. In-app provisioning will be coming soon.

  • Other mobile wallet options, such as Google Pay and Samsung Pay, will remain unchanged.

Alerts:

  • All transaction and security alerts that were set up in the old online banking did not carry over.

  • Once you have logged into the new digital banking you can review and set up how you would like to be notified for account alerts (which includes withdrawals, balance alerts, insufficient funds or failed transactions) and security alerts (which includes password changes, attempt locks, successful logins and biometric access completion).

  • To learn more, view the Set Up Alerts demo.


Digital Banking with Synergy

Welcome to a fresh digital experience that makes banking with Synergy even easier. Whether navigating from a computer or a mobile phone,
it's easy and intuitive to use.


Logging in for the first time

EXISTING USERS:

If you have signed into online/digital banking before...

  1. Go to synergycu.ca to sign in online or download (for Android) or update (for iOS) the new SynergyCU mobile app at your app store.
    App quick links are also located on the footer of this page
  2. Sign in using your current login credentials.
    a. Enter either the 19-digit debit card number or your 17-digit digital-access-only account number.
    b. Enter your Personal Access Code.
  3. Choose a unique username (maximum 35 characters). It is important that you pick one you love, that is unique to you and tough for others to guess. This will be your username for a long time; at this time, it cannot be changed.
  4. Choose a unique password (minimum 10 characters with at least one uppercase letter, one lowercase letter and one number).
  5. Enter your mobile phone number or email address.
  6. If the contact information you enter does not match what we have on file, you will receive a verification code. Enter that code in the pop-up screen (if the information you provided matches our files, you won’t have to perform this step).
  7. If everything is correct, click “Create user profile” to finish up.

And you're all set! The next time you come back, simply use your new username and password to sign in.

NEW USERS:

If you have had your online banking password changed in the past through a Synergy representative or if you have never enrolled or signed into online/digital banking before...

  1. Go to synergycu.ca to sign in online or download (for Android) or update (for iOS) the new SynergyCU mobile app at your app store.
    App quick links are also located on the footer of this page
  2. Enter your 19-digit debit card number (or 17-digit digital-access-only account number).
  3. To verify your identity, enter your date of birth and either the mobile phone number or email address we have on file for you.
  4. You will receive a verification code - enter that code in the pop-up screen.
  5. Choose a unique username (maximum 35 characters). It is important that you pick one you love, that is unique to you and tough for others to guess. This will be your username for a long time; at this time, it cannot be changed.
  6. Choose a unique password (minimum 10 characters with at least one uppercase letter, one lowercase letter and one number).
  7. If everything is correct, click “Create user profile” to finish up.

And you're all set! The next time you come back, simply use your new username and password to sign in.

BUSINESS USERS:

  1. Go to synergycu.ca to sign in online or download (for Android) or update (for iOS) the new SynergyCU mobile app at your app store.
    App quick links are also located on the footer of this page
  2. Sign in using your current login credentials.
    a. Enter either the 19-digit debit card number or your 17-digit digital-access-only account number.
    b. Enter your Personal Access Code.
  3. Choose a unique username (maximum 35 characters). It is important that you pick one you love, that is unique to you and tough for others to guess. This will be your username for a long time; at this time, it cannot be changed.
  4. Choose a unique password (minimum 10 characters with at least one uppercase letter, one lowercase letter and one number).
  5. Enter your mobile phone number or email address (even though you are signing into a business account, you will want to use your personal mobile phone number and email here).
  6. If the contact information you enter does not match what we have on file, you will receive a verification code. Enter that code in the pop-up screen. (If the information matches our files, you won’t have to perform this step).
  7. If everything is correct, click “Create user profile” to finish up.

And you're all set! The next time you come back, simply use your new username and password to sign in.
Prefer a PDF version? Download the digital banking log in steps brochure.

Interactive videos
Logging in on the new digital banking platform for the first time.

Upon your first login you will be asked to select a Username. It is important that you pick one you love, that is unique to you and tough for others to guess. This is your Username for a long time; at this time, it is not able to be changed.
Female sitting working on her laptop

Signing in as an existing user

Even the pros can use assistance sometimes.
  • The first step will be to set up a profile. This is where it is valuable to have a current and valid email address and/or cellphone number on file with Synergy. Doing so will help ease this process.

Male contractor looking at phone

New to digital banking? No problem.

If you have had your online banking password changed in the past through a Synergy representative or if you have never enrolled or signed into digital banking before:
  • The first step will be to set up a profile. This is where it is valuable to have a current and valid email address and/or cellphone number on file with Synergy. Doing so will help ease this process.

Learn how to do more with digital banking.

For tips on our new digital banking experience, check out our other interactive videos.

Features (coming, going, delayed)

We have a few features that will not be available when we transition over to the new digital banking, but will be coming soon; a few features that will be discontinued; and a number of new and exciting features.

New features

A handful that we are really excited for:

  • The ability to add favourite transactions (such as a transfer to the kiddos for monthly allowance – but only if they get their chores done!)

  • You will be able to open new accounts under your existing Synergy membership in minutes.

  • Misplaced your phone? No problem, as an added layer of security you can now lock that device!

  • Increased security, such as one-time passcode for several transaction types, continues to make it tougher for the bad guys.

Have a look at our brochures that give you a bird's-eye view of the digital banking experience for:

Discontinued features

Due to several factors, the following features will not be re-introduced:

  • SMS Text message banking

  • epost™

  • Small business invoicing


Unavailable at launch, but coming

With the migration, there will be a delay in offering some popular functions, but be reassured, the following will be back soon:


Lock ‘N’ Block

  • Although not immediately available, if your card is lost or stolen, please contact Synergy Credit Union at 1-866-825-3301. To further assist you in these unfortunate situations, we are adding 24/7 phone coverage soon (more details will be available shortly).

  • With the discontinuation of this service, cards that were locked or blocked will be enabled.

Action required:

  • If you had enabled Lock N' Block and require your card to be disabled, please contact us immediately.


INTERAC e-Transfer Request Money

  • The "Request Money" feature will not be immediately available, however is planned to be re-enabled in the next few months.


Connecting third-party accounts, like Collabria, Credential® or any other partner accounts you may have linked on MemberDirect online banking.

  • You can access your Collabria information by logging into MyCardInfo (Synergy cardholders) or MyCardInfo (Macklin cardholders)

  • You can access your Credential Asset Management Inc. portfolio on the new portal at online.credential.com.

    • If you have an existing profile and this is your first time to log in, you will need your existing Client ID number and Password to begin. Then, simply follow the steps to create your new profile.

    • If you do not have an existing profile, please contact us. We will provide you with the necessary information to got your access set up.

  • You can access your Credential Securities portfolio at Credential Online

  • You can access your Qtrade Investor® account at Invest with Qtrade Investor | Qtrade Investor


Personal Financial Management (PFM) functionality

  • Although the PFM functionality was discontinued in 2020 (which allowed you to link to external accounts, assets and liabilities, transaction categories, spending and trends analysis and budgeting) we are investigating a more robust replacement designed to enhance your digital banking experience.


CRA Direct Deposit Form
  • The CRA Direct Deposit form is not available today, however it is on the roadmap to be re-added. If you need to set up your direct deposit with CRA, please visit the Canadian Government website and register under "My Account".


®Credential is a registered mark owned by Aviso Wealth Inc.
®Qtrade Investor is a registered mark owned by Aviso Wealth Inc. and is user under license.
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