Table of Contents
ASAPP
Can a member apply for more than one product at the same time?
Yes, they can! New and existing members can apply for multiple products all within the same application, making the process faster and easier.
How does a member validate their identity when opening an account online?
For online applications, identify verification is done through Sigzy (selfie). The member will not be successful using online banking (Flinks) identify verification as this feature does not work properly.
For in-branch photo identification, what countries does ASAPP accept for document upload?
In-branch photo identification upload is accepted for both Canadian and US documents. Credit Union staff are also able to upload federal identification documents for both countries.
Is Canada Post Lookup available for in-branch applications?
Canada Post Lookup is available for in-branch applications.
What are the ASAPP email money transfer (EMT) procedures?
EMTs received for an ASAPP application will be auto deposited into the designated ASAPP EMT internal account for your branch. Your Digital Banking Administrator (DBA) will make a note on the ASAPP application and in the KYM lead referral when EMT funds are received for an application.
When the account is opened, please notify your DBA, by email, to request your DBA to credit the funds to the new account. Please note: Only the DBA is to access the internal ASAPP EMT accounts.
If the ASAPP application is being declined/abandoned, but the applicant sent in an EMT for the application, notify your DBA immediately by email so the EMT can be returned to the original sender ASAP.
Can members open a business account online using ASAPP?
No, at this time ASAPP is for personal account opening only.
Troubleshooting Tips:
When experiencing login issues or unusual ASAPP system behaviour, try the following:
- When you are sent an ASAPP new user account activation link or a password reset link be sure to action it immediately as all links expire after 24hrs.
- To access your ASAPP’s login page, use the link found in IRIS under Quicklinks. Do not use bookmarked links as these frequently break.
- Staff are reminded to clear browser cache and cookies on a regular basis. It is recommended that if you are experiencing unusual behaviour with the system, to clear cache and cookies then retry the application or transaction you were attempting.
- If you receive a ‘Token’ error after inputting your verification code, try clicking the ‘Submit’ button again as sometimes a second (or third attempt) will make a successful connection with the system. If the token error persists, clear your browser cache and cookies then attempt your login again using the ASAPP link found on IRIS.
- If you’re having a problem committing an application to banking where you cannot get the Member Number to generate, make sure the application is in ‘Verified’ status. The Commit action will not work when the application is in ‘Pending’ status.
- If you are unable to access ASAPP’s embedded version of DocuSign, please refer to the Member Confirmation Documents (posted on IRIS) for manual processing.
If you experience any technical issues, please submit a Zendesk ticket for Innovation
Forge
NOTICE: If members are experiencing login issues, DO NOT select "Unenroll" in Central 1 — doing so will permanently terminate their Online Banking enrollment and require full re-registration.
Also, the Forgot Password feature DOES NOT work for SMALL BUSINESS logins. Attempting to use may result in LOCKOUT.
What are my e-Transfer limits?
| Group Name | Maximum Amount Per Send | 24 Hour Rolling Limit | 7 Day Rolling Limit | 30 Day Rolling Limit | No Delay Max Amount | 24 Hour No Delay Limit | Max Amount Per No Delay with History | Max Amount Per Request | Max Number of Outstanding Request |
| Retail Limit Group 3 | $ 3,000.00 | $10,000.00 | $10,000.00 | $ 20,000.00 | $ 250.00 | $ 500.00 | $ 3,000.00 | $ 3,000.00 | 50 |
| Business Limit Group 9 | $ 10,000.00 | $20,000.00 | $50,000.00 | $100,000.00 | $ 500.00 | $ 500.00 | $ 5,000.00 | $ 3,000.00 | 50 |
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Will our Forge website, online banking, and mobile apps be available in multiple languages?
Our website and online banking will be available in both English and French. However, the timeline for the website’s rollout is still to be determined. As for our mobile apps, they do not have a separate French version. To use the apps in French, simply change the language setting on your phone, and the app will automatically switch to that language.
What are the supported versions of Forge (Mobile Apps)?
- Android device requirements: Android 10 & up
- iOS device requirements: iOS 15 & up
A list of compatible devices can be found here
What browsers are supported for Forge Online Banking?
- Chrome (Windows 11)
- Edge (Windows 11)
- Safari 18 (Mac OS 15)
Firefox is not a supported browser; therefore some Forge features may not be available.
Does the 'Forgot Password' feature work with Small Business?
No, this feature doesn't work with Small Business because an entity doesn't have a Social Insurance Number (SIN) or Date of Birth (DOB) and these fields aren't available under the Business Profile in Mambu.
How does ‘Forget Password’ and system ‘Lockout’ work with Forge?
To use the Forget PAC feature with online banking, the member’s login must match their DOB (date of birth) or last 3 digits of SIN (social insurance number) in Mambu, and they must be actively ENROLLED with 2SV.
Lockout Timeline:
- After 3 incorrect entries of DOB or SIN (last 3 digits), the system will not allow a member to reset their Personal Access Code (PAC) for 24 hours.
- If, after waiting for 24 hours, the member makes 3 more incorrect entries of DOB or SIN (last 3 digits), the system will not allow them to reset their PAC for a week.
- If, after waiting for another 24 hours following the week-long lockout, the member makes 3 more incorrect entries of DOB or SIN (last 3 digits), the system will not allow them to reset their PAC for a month.
The count for failed attempts will reset to zero when the correct DOB or SIN (last 3 digits) is entered before a lockout period begins or after any lockout period ends.
Does the Forge mobile app offer biometrics?
Yes, the Forge mobile app allows members to log in biometrically on iOS® and Android™ devices. To enable Apple iOS Face ID/Touch ID login or Android fingerprint recognition support on mobile app, members must set up the biometric-appropriate feature on their devices.
Does Forge offer the choice between TEXT and Email 2SV?
Yes, Forge provides the the option to receive a 2sv code for authentication by text or email. If the member is using the mobile app (Apple or Android), they can enable biometrics as an alternative 2sv method.
Is there an option in Forge to do Bill Payment reversals?
No, same day reversals must be done through TeleService.
Does Forge have a section that lists both Direct Deposit and Pre-Authorized Payments?
No, a section that consolidates this information is not available in Forge.
Will the 00 login still work for business members with Forge Small Business, or will each individual "joint access" signor be required to have their own login (01, 02, etc.) in order to transact?
The 00 login will still exist; however, each individual joint access signor will have their own personal login 01, 02, etc.
Are members able to connect their personal accounts to Forge Small Business?
Yes, members will have the opportunity to consolidate up to three personal accounts with their one business account.
Do Interac e-transfers send instantly?
Personal e-Transfers that are less than $250 will send instantly.
***However, if the member is using Interac e-Transfer for the first time / or sending an e-Transfer to a new contact, it may take up to 30 minutes to 1 hour to authenticate the transaction and establish a transaction history.
Can a US phone number be used when setting up an Interac e-Transfer profile?
No, for US members, only email can be used when setting up an Interac profile. If attempting to set up a US cell number, the member will receive error messages.
How do I set up OLB access for Estate Groups (Excludes Dual Signatures)?
In Mambu, navigate to the Estate Group Form and be sure that any Member ID's are added to the group for OLB access. Ensure that OLB choice is set to 'Personal' and for Estate Groups, the OLB First Time Login must be set to 'No'. Since First Time Login is set to 'No', advise the Member to go to their Settings once they are logged into OLB and change their PAC to a choice of their own.
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