Support

How do I set up Apple Pay?

Please note that Apple Pay is not currently available for legacy Cypress Credit Union members.

iPhone: 

1. Open the Wallet app.
2. Tap in the upper right corner.
3. Follow the onscreen instructions to add your Prosperity Member Card
    

Apple Watch:

1. Open the Apple Watch app on your iPhone.
2. Go to the My Watch tab. If you have multiple watches, choose one.
3. Tap Wallet & Apple Pay and select Add Credit or Debit Card.
4. Follow the onscreen instructions to add your Prosperity Member Card.

Can I use my Apple Watch with Apple Pay?

Yes, you can add a card to your Apple Watch through the Apple Watch app on your iPhone.

What else do I need to do to set myself up?

You are required to securely identify yourself to add your debit card to Apple Pay. After adding your Prosperity Member Card to Apple Pay, you will be presented options to verify your identity either via your legacy credit union’s mobile app, or by entering a one-time passcode delivered to you via email or SMS message if you have an eligible email or cell phone number on file with us. These verification steps are designed to protect you against fraud. Once verification has been completed, you may use your Prosperity Member Card to make purchases with Apple Pay.

How do I make my Member Card my default card in Apple Pay?

If your Prosperity Member Card was not the first card added to your Wallet, you can still make it your default card. The process is different for the iPhone and the Apple Watch.

iPhone: Open the Wallet app. Go to Settings > Wallet & Apple Pay. Tap Default Card, then choose your Prosperity Member Card.

Apple Watch: Open the Apple Watch app on your iPhone. Tap the My Watch tab, tap Wallet & Apple Pay > Default Card, then choose your Prosperity Member Card.

Will I have to sign a receipt or enter a PIN when paying with Apple Pay?

No. Apple Pay purchases are authenticated using Face ID or Touch ID.

My device was lost or was stolen and I want to delete my card. What do I do?

If you believe your device or Apple Pay card information has been lost, stolen or compromised in any way, call your legacy credit union (listed below) right away.

For an iPhone, you can use the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline. If you suspend your Prosperity Member Card using Find My iPhone, you can reactivate your card by unlocking your device and entering your Apple ID Passcode when prompted. For any supported Apple device, you can always go to icloud.com/settings, choose the applicable device and delete your card.

Legacy Diamond North Credit Union
1.855.862.4242

Legacy Prairie Centre Credit Union
306.882.7228

I’m having trouble with Apple Pay. Who do I contact?

If you are having difficulties with Apple Pay, please contact your legacy credit union (listed below) and we will be happy to answer your questions.

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228

What is Small Business Online Banking?

Small business online banking offers a unique set of features that’s set apart from other personal online banking services. The key features that distinguish the Small Business services from the other online banking services are:

• Profile consolidation (consolidation of personal and business profiles)
• Dual-signature support (for 2 to-sign accounts)
• Delegates (multiple user support)

In addition, signors can approve transactions on the go from their mobile devices

How do I consolidate my personal and business profiles?

Profile consolidation allows you, as a small business member, to add your personal profile. This will enable you to switch back and forth between your business and personal profiles.

Profile consolidation must be done using a desktop browser, not the mobile app. To set up profile consolidation:

1. Sign in to online banking using your business username and password
2. Select ‘Business Services’
3. Click ‘Profile Consolidation’
4. Click ‘Add Profile’
5. Enter your personal profile username
6. Enter your personal profile password
7. Click ‘Continue’
8. Review details and click ‘Continue’
9. Personal profile is successfully added
10. You will need to sign out and sign back in using your business username and password to complete the setup

How do I switch profiles?

To switch profiles, go to the top of the screen to where your username is displayed. Hover over your username and the consolidated profiles will be displayed. Choose the profile you would like to switch to. A pop-up box will display asking if you are sure you want to switch profiles, you can either cancel or switch profiles.

How many business accounts can I consolidate?

There is no limit on the number of businesses that can be consolidated under a single sign in.

What is a delegate?

A delegate is a person such as an accountant, bookkeeper, or spouse that can be granted limited access to online banking for a business. A delegate is created by one of the account signors and can be granted specific access:

• Initiator Access: allows the delegate to create transactions such as a bill payment, transfer or Interac e-Transfer for the signor(s) to approve.
• Read Only Access: allows the delegate to view account information but does not permit them to perform any transactions

Each signor can add an unlimited number of delegates. All delegates can be seen and managed by all signors.

How do I set up a delegate?

1. Sign in to online banking (currently cannot be done on the mobile banking app)
2. Select ‘Business Services’
3. Click ‘Delegate Management’
4. Click ‘Add Delegate’
5. Enter delegate username (5-35 alphanumeric characters)
6. Enter the name of the delegate
7. Click the radio button to select the access level- initiator or read-only
8. Click the radio button to select how the password will be received (email or mobile phone number)
9. Enter the email address
10. Enter the mobile phone number
11. Type in any notes that may apply to the delegate
12. Accept express consent
13. Click ‘Continue’
14. Review details and click ‘Continue’
15. An authentication code will then be sent to you by email or text message, simply enter the code into the “Enter Code” field and click ‘Continue’
16. Delegate added successfully
17. The delegate will now receive their temporary password via email or text

A note about delegates:

• There is no maximum number of delegates that can be set up.
• Once the username is selected it cannot be changed.
• The username will need to be communicated to the delegate separately.
• Any account signor can add, view, or edit a delegate.
• Prairie Centre Credit Union does not have access to your delegates, so we are unable to add, edit, delete, lock, or reset their password on your behalf.

What should I do if my delegate forgets his/her passwords?

Delegates can reset their own passwords by using the ‘Forgot Password’ feature on the home sign in screen or the delegates signor can reset it for them.

Will my delegate see my personal accounts?

Delegates will see the accounts under the business profile they are linked to. If other profiles have been consolidated, the delegate will not be able to access or view those profiles and/or accounts.

How can I permanently remove a delegates access?

A delegates access can be locked to ensure they are unable to access the accounts. Delegates cannot be deleted from the profile once added.

How can I temporarily remove a delegates access?

A delegates access can be locked to ensure they are unable to access the accounts.

Does an initiated transaction expire if the authorized signors have not approved it by the end of the day?

The authorized signors have 7 days to act on a transaction prior to expiry. Authorized signors that activated the expiring alerts will receive a notification of a pending transaction about to expire starting on day 5 and if not actioned, again on day 6 and if not actioned, again on day 7. 

 

In order to receive these notifications, users need to activate Pending Transfer alerts. To activate these alerts, users should log in to their business account, and select Business Alerts. Users can set up Pending Transfer alerts for different transaction types in order to receive notification of expiry on those transaction types.

Do signors have to approve a recurring transaction every time it occurs?

No, the signor must approve the recurring transaction only once, when it is first initiated.

Why is only part of my business name showing on online banking?

Online banking has a character limit when it comes to the business name, and your business name may be outside the limits. This will not impact any of the information sent with bill payments or what is stored in our banking system.

How do I connect to Quicken/QuickBooks?

You can download your transaction into the format needed for QuickBooks and Quicken by scrolling to the bottom of your account and selecting the ‘Export’ button. These documents can then be uploaded into QuickBooks or Quicken.

Note: Please be aware that automatic downloads for QuickBooks and Quicken will not be immediately available in our new online banking platform.

How do I manage pending transactions?

If you have your membership set up as requiring two-signor approval for transactions like bill payments and Interac e-Transfers, you can approve the transaction within online banking under ‘Pending Transactions’.

1. Sign in to online banking
2. Select ‘Business Services’
3. Click ‘Pending Transactions’ to view transactions that require approval (created by another signor or a delegate)
4. Select to approve or decline the transaction
5. Some transactions may require you to enter a one-time passcode as a security feature. If this is the case, an authentication code will then be sent to you by email or text message, simply enter the code into the ‘Enter Code’ field and click ‘Continue’.

Note: Pending transactions expire after 7 days.

I’m a new user, how do I sign in for the first time?

When you sign in for the first time, you will use your Member Card® number, your date of birth, and a valid cell phone number or email address.

Step 1: Sign in using your debit card
This is the number on the front of your Member Card

Step 2: Verify your identity
You will need to enter your date of birth and either your mobile phone number or the email address that we have on file for you. You will receive a verification code either through a text message or email. Enter the code you receive on the verification pop-up window and click ‘Confirm’.

Step 3: Set up a new username
Enter a new username (username cannot be your debit card number and avoid using your name). Choose something unique to you and something that you can easily remember because once you create it, you can not change it.

Your username can be up to a maximum of 35 alphanumeric characters. Special characters are optional. Going forward, this is what you will be using to sign in.

Step: 4 Set up a password
Choose a password that has a minimum of 10 characters and includes:
1 Uppercase
1 Lowercase
1 number
Special characters are optional.

Step 5: Confirm sign-in details
If everything looks correct, go ahead, and click ‘Create User Profile’ to finalize your sign-in information. Going forward, whenever you sign into online banking, you will use the Username and Password you just created.
 

What if I didn’t receive my one-time password?

If you were expecting to receive your password by email, first check your spam or junk mail folder. If you don’t find it there, click resend the code on your confirmation screen to send it again. Sometimes the passcodes experience a slight delay when sent by email.

What if I receive two verification or one-time passcodes when setting up online banking? Which do I use?

If you receive two passcodes, the most recent code that was sent to you is the one that you should use.

What are the requirements for my Username?

Choose a unique username that you’ll remember easily, as once it’s created, it cannot be changed! Avoid using just your first name as it may be too simple and already in use by someone else.

• Minimum 5- Maximum 35 alphanumeric characters (A to Z, 0 to 9)
• Special characters that can be used are
  • _ (underscore)
  • . (period)
  • @ (alias)

*Username CANNOT be your debit card number*
If you try something that isn’t accepted, it likely means someone else has already chosen that username.

What are the online banking password requirements?

Password must be minimum of 10, maximum 35 characters and include:

• Minimum 1 lowercase
• Minimum 1 uppercase
• Minimum 1 number

Special characters are optional.

Can two people use the same email address or mobile phone number for access?

Yes! Two people can use the same email address or mobile phone number. Be aware that when one person is using online banking and receives a one-time passcode (OTP), both parties will receive that OTP.

I don’t have an email address or mobile phone. Can I still access online banking?

In order to access online banking, an email address or mobile phone number is required to receive the one-time passcodes (OTPs) for security purposes. Several providers offer a free email account.

Can I change my username?

No, once you’ve created a username, you won’t be able to change it.

I forgot my username; can I still use online banking?

Yes! On the sign in screen click ‘Forgot Username or Password’ and choose ‘Recover Username’. You will then be guided through some simple steps to recover your username. If you run into any problems, contact your legacy credit union (listed below) or your local branch, and one of our advisors would be happy to help you.

Legacy Cypress Credit Union
1.877.353.6311

Legacy Diamond North Credit Union
1.855.862.4242

Legacy Prairie Centre Credit Union
306.882.7228

Do I have to type my PAN/debit card number every time I login?

The good news is no, now you will always sign in with your username.

What is the secure messaging feature?

Our secure messaging service allows you to communicate with us from within the online banking system and is only available after you have signed in. You may include account numbers and any other information that may help us better assist you with your questions. Please use the messages feature within online banking instead of sending personal information through email channels.

Web Browser:

Legacy Cypress

1. Navigate to ‘My Cypress’
2. Click ‘Messages’ or you can click the envelope icon located at the top right-hand corner on your main online banking page

Legacy Diamond North

1. Navigate to ‘My Diamond North’
2. Click ‘Messages’ or you can click the envelope icon located at the top right-hand corner on your main online banking page

Legacy Prairie Centre

1. Navigate to ‘My PCCU’
2. Click ‘Messages’ or you can click the envelope icon located at the top right-hand corner on your main online banking page

Mobile App:

1. Navigate to messages by tapping on the envelope icon located at the top right-hand corner on your main screen.

I’ve locked myself out with too many attempts. What do I do now?

Please contact your legacy credit union (listed below) or your local branch and one of our advisors would be happy to help you.

Legacy Cypress Credit Union

1.877.353.6311

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228

Please note that Samsung Pay is not currently available for legacy Cypress Credit Union members.

How do I set up Samsung Pay?

Samsung Pay comes pre-installed on most recent Samsung phones. If you don't have the app, you can download it from Galaxy Apps or the Google Play store.

You’ll need to be signed in to your Samsung account to use Samsung Pay.

1. Open Samsung Pay and register your Samsung Pay PIN.
2. Follow on screen instructions to add your Prosperity Member Card and then select your preferred method to verify the card.
3. Select your desired security or authentication options. You’re all set to start using Samsung Pay!

What else do I need to do to set myself up?

You are required to securely identify yourself to add your debit card to Samsung Pay. After adding your Prosperity Member Card to Samsung Pay, you will be presented options to verify your identity by entering a one-time passcode delivered to you via email or SMS message if you have an eligible email or cell phone number on file with us. These verification steps are designed to protect you against fraud. Once verification has been completed, you may use your Prosperity Member Card to make purchases with Samsung Pay.

How do I make my Prosperity Member Card my default card?

You do not have the ability to set a default card in Samsung Pay. The last card used or viewed would be the card defaulted for payment. You can swipe left and right to scroll through your payment cards and select the one you want to use for payment.

Will I have to sign a receipt or enter a PIN at the POS terminal when paying with Samsung Pay?

No. Samsung Pay purchases are authenticated using fingerprint, iris scan or PIN code on your device.

My device was lost or was stolen and I want to delete my card. What do I do?

If your device has been lost or stolen, call your legacy credit union immediately (listed below)  to remove your card from Samsung Pay. You can also log in to Find My Mobile and select Erase Data to permanently remove all data, including any payment cards enabled in Samsung Pay.

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228

I’m having trouble with Samsung Pay. Who do I contact?

If you are having difficulties with Samsung Pay, please call your legacy credit union (listed below) and we will be happy to answer your questions. If you are having issues with your Samsung device, please contact Samsung directly at 1-844-SAM-PAYS (1-844-726-7297).

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228