New features
Q: I can now transfer funds to my loan/mortgage. Which loan/mortgage products are available for payment?
A: All loans and mortgages with an open prepayment option are eligible for payment through Internet banking. If you are unsure about whether your loan or mortgage has an open prepayment option, please contact your branch. Payments to your loan/mortgage can only be made for the current date (i.e. the ability to make future-dated transfers to your loan/mortgage is not available at this time).
Q: I see hyperWALLET™ as an option on the side menu. What is hyperWALLET™?
A: hyperWALLET™ is a secure and convenient new way to send and receive cash using e-mail. Use hyperWALLET™ to shop online, send money to or receive money from someone, move money between your accounts at different financial institutions and pay for online auction items.
Transferring money from your Envision account to your hyperWALLET™ account happens instantly, however, receiving money into your Envision account from hyperWALLET™ takes 1-2 business days. For security purposes, there is a $1,000 daily limit for outgoing hyperWALLET™ transfers from your Envision account. Please note, a service fee will be applied by hyperWALLET™ for each of your transactions and only one hyperWALLET™ account can be set up per Envision account. Please click here for an overview of hyperWALLET™ service fees.
To create a new hyperWALLET™ account, simply click on "Open a New Account" from the side menu and follow the instructions.
If you already have an existing hyperWALLET™ account that you would like to use, please contact hyperWALLET™ support at info@hyperwallet.com about upgrading your account to an Envision Credit Union account.
Q: What rates are available through the new Rates feature?
A: At this time, members will be able to get interest rates for our term deposit products and receive current buy/sell rates for US currency.
Q: When I click on the "Accounts" link on the Account Summary page, what does Internet banking display?
A: This new feature provides quick access to your account history for the last 15 calendar days. This is a terrific time-saver if you just want to look at recent activity on your account. If you would like to see a full statement of your account activity, simply click on Account Statement from the side menu bar.
Q: Why are the cheques listed in my account statement underlined?
A: Cheques are bold/underlined in your account statement because they are now links to actual images of your cheques - front and back. Say goodbye to the hard-copy statements you receive in the mail, now everything you need is online!
Q: There are two new options for downloading my account statement. What are they for?
A: Comma Delimited Text and PDF have been added as two new formats for statement download. Comma Delimited Text is generally used with Excel spreadsheets and PDF format downloads your statement to Acrobat Reader, where you can print your statement in black & white or color.
Q: There is a new section called "My Profile" on the top menu bar. What new options are available to me in this section?
A: This new section houses the new features: Rename your Account, Order Cheques and Change your Address. You will also find the Change PAC and Manage your Memorized Accounts features under this heading.
Q: There is a new section called "Messages" on the top menu bar. What will Internet banking display if I click on this?
A: This link will give you access to Personal Messages and Financial Reminders that Envision will send you from time to time. If you have a new message, a notice will be displayed on the Account Summary page to alert you of this, once you login to Internet banking.
Other questions
Q: Are there any guidelines for changing my Personal Access Code (PAC)?
A: If you want to change your personal access code, you must use a minimum of five numeric characters to a maximum of eight.
Q: I made two (or more) payments to my vendor for the same amount and only one was processed. What happened?
A: The bill payment processor checks all payments to ensure that duplicate payments (same date/amount/vendor/vendor account) are prevented, as this is usually a mistake on the part of the user. If a duplicate payment is detected, only the first payment will be processed. If you have to make two (or more) identical payments to the same vendor, do so by entering payments with different amounts, which add up to the total amount owning to the vendor.
Q: Why can't I see my statement items prior to January 1, 2004?
A: Our Internet banking service is restricted to displaying account history for the current year. If you select a date range for the previous year, it will display the latest available balance for that year but may reference an incorrect date. If you would like your account history for the previous year, please contact your branch.
Q: Transferring funds between my US and Canadian accounts is now an option but I can't view the exchange amount before completing the transaction. Why?
A: At this time, we are unable to provide the exchange information to members before they complete their foreign exchange transfer. Therefore, if viewing the exchange rate before proceeding with the transfer is important to you, be sure to use the foreign exchange calculator (accessible by clicking on "Rates" from the main menu) to calculate the exchange amount beforehand.
Q: Why doesn't my vendor receive my electronic bill payments immediately? The money comes out of my Envision account right away.
A: Bill payments are handled through a member of the Canadian Payments Association who acts on behalf of Envision. The bill payments are processed by Envision immediately, however, vendors receive the payment starting 12:01 AM on the next business day. Depending on how the vendor processes payments, your payment may be credited on your payment date (at Envision) or on the processing date (at your vendor). This is solely under the control of your vendor. Envision does not receive any financial benefit due to this processing delay.
Q: How can I select what style of cheques I want on the Order Cheques form?
A: If you would like to specify a particular style of cheque, please indicate this on the form in the section called "Other Details". For specific prices or to find out more about the cheque styles we offer, you can contact your branch at any time during business hours.
Q: When I change my Personal Access Code (PAC), does this change take effect for both Internet and telephone banking?
A: If you use both telephone and Internet banking, you will only need to change your code once. Your new PAC will be applicable to both electronic access services.
Q: Can I access my accounts using a browser or product other than Internet Explorer or Netscape?
A: For information about which browsers are supported with our Internet banking service, click here.
Q: Why can't I see all of my cheque images?
A: Depending upon how a cheque clears your account (i.e. manually posted by our staff or automatically), you may not be able to view all of your cheque images. Please contact your branch to request cheque images for cheques that you cannot view online.
Q: When I print my Account Statement, the balance and/or the transaction amount are missing from the top of the page. Why?
A: This is a known issue with the Internet Explorer browser. If you choose to download your statement as a PDF in the Account Statement screen, you will be able to print your statements accurately. You will need Acrobat Reader in order to view PDF files.
Q: Why can't I rename my term deposits, loans and registered products?
A: Although you will see these products as options on the Rename Account feature, our banking system is not currently set up to accept name changes to these products. Due to the unavailability of these options, we will be removing them from the selection list.
Q: I am interested in having a feature added to Envision's Internet banking service, which is not currently available. How do I do this?
A: We are very interested in your feedback regarding our Internet banking site. If you would like to see a new feature, please send an e-mail with your suggestion to webcontact@envisionfinancial.ca. Although we cannot guarantee that all requests can be implemented, we will seriously each one that we receive.
Q: When I attempt to view my account history, or when I try to view the details about my Escalator Term, I receive an error message that says "illegally formatted message". What does this mean?
A: This error occurs when our banking system sends information to Member Direct Internet banking in a format that it cannot read properly. We are currently working to fix this issue. Please feel free to contact your branch if you need a copy of your statement.