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Top 5 FAQs

How do I find my transit number, institution number and account number (void cheque)?

Get started by logging into Online Banking. From there, select the account you need the details for. Click the settings icon › and select VOID CHEQUE.

Here you'll see a pop up with all the details you're looking for. At the top, it lists out the specific "Transit", "Institution" and "Account Number" for the account you're viewing. Below is a void cheque image which can be printed or downloaded as a PDF for you to send to companies to help with direct deposits and automatic payments.

Please note that each account, such as your chequing account and your savings account, have unique account numbers. Always check you selected the correct account before sharing your account details.

I have a suggestion for Online Banking, who can I share it with?

We'd love to hear your suggestion. Head on over to www.libro.ca/contact and share your idea. We promise to write back.

How much does Libro's Online Banking cost?

Libro's Online Banking is included with all accounts at Libro so there is no initial fee and no monthly fee, only your regular transaction fees apply.

How do I send money to another Libro account I'm not joint on?

There are a few ways to accomplish this:

  • Call Libro Connect at 1-800-361-8222
  • Write us using Secure Message in Online Banking with your transfer request
  • If it's someone you transfer to often, set up an iBank joint

iBank is a feature that allows you to easily deposit and transfer money to other Libro accounts which you don't usually have access to. Here's an example: your daughter is away at school and you regularly send her grocery money. If she sets up iBank access with your account, you can easily deposit money into her account whenever needed, through online and mobile banking or at your Libro branch.

The benefit? You don't need to send an Interac e-Transfer which can cost $1.50 and once set up it's extremely easy to send money to those accounts.

So how do you set up iBank access?

The "receiver" (which in our earlier example was your daughter) must grant access to the "sender". This can be done through Secure Message in Online Banking or by contacting your Coach:

  • The "receiver" should specify which account they wish the money to be deposited into,
  • and the "sender's" name and account number which they would like to grant access

You will be happy to know that iBank access only displays the account name to the sender and does not display account balances.

I have a joint account, why can't I share my login?

This online system gives each Owner access to the accounts where that person has full signing authority, regardless of the account number where it is held. By having a separate, confidential password, you are ensuring that you and only you have access to the accounts where you are a signer. Similarly for your partner/spouse, by having their own confidential password, that person will have access to the accounts where they are a signer.

In many cases, these accounts will be the same, but the credit union cannot guarantee that and assigning individual passwords is the best way to protect everyone. A typical example would be where one spouse has access to a business account on which the other spouse is not a signer or a special savings account to buy the other a wonderful anniversary gift.

Getting started with Online Banking

I've never logged in, how do I get started?

To register for Online Banking please call Libro Connect at 1-800-361-8222 or your local Libro branch. They will provide you with your password along with instructions on how to get started.

How do I log in?

Where to go

You can find the Online Banking login at the top of libro.ca. Click the 'Login' button. You will be brought to https://my.libro.ca. Feel free to add this to your browser's favourites list for future reference.

Logging in

From there you will be asked for your Libro 'Account Number' and your 'Password'.

Enhanced Security login

If you have enabled Enhanced Security you will be shown your security image, along with a security caption when being prompted for your password. Look for your personalized image and caption to ensure you're logging into your secure Libro account. Next you will be asked a personal verification question. If this is a trusted computer which you log into often, select "Remember this computer as SECURE" to skip the personal verification question in the future.

Account Setup

The very first time you log in you will be asked to complete the 'Account Setup' process. This is a 3-4 step process to help you personalize your online banking experience. You will be asked to update and confirm your personal information, update or setup 2-Step Verification, setup Notifications to help you keep in touch with your account and for business Owners - personalize your business view.

Having difficulties?

Please contact Libro Connect

Call our Contact Centre, Libro Connect, at 1-800-361-8222 throughout North America. Talk to a Contact Centre Representative from 8am to 8pm Monday to Friday and from 8am to 4pm on Saturday.

Why do I get a "password error" when I try to log in online?

There are two likely causes:

1. Your password has auto-filled, is stored, or is remembered by your computer.

Libro security prevents your password from being recognized when it auto-fills. Please enter your password each time you log in. We don't recommend storing your password because:

  • Other users of the same computer may gain access to your account thanks to the stored password
  • If you do change your password online, the stored password does not get automatically changed and will fail on your next attempted use
  • Not using your password regularly means it's more likely you will forget it

2. Caps lock or number lock is turned on/off, resulting in an incorrect password being entered.

Upper case and lower case letters make a difference in your password. For example, "A" is seen as a different character than "a". Check your keyboard to be certain you are entering the correct characters.

It's also a good idea to regularly change your online banking password. Your password can be between six and 16 alphanumeric characters long. If you need to reset your password, or you have forgotten your account number, please contact your branch or Libro Connect at 1-800-361-8222.

We recommend you turn off the auto-complete feature on your browser.

QuickBooks 2014: I'm getting an unsupported browser error. What can I do?

The problem: When trying to download a webconnect file (.QBO) from your Libro account, using the QuickBooks embedded browser, you see a message saying that you are using an unsupported browser, even if you are using a new version of Microsoft's Internet Explorer.

QuickBook's software uses an unsupported browser version (Internet Explorer 7) which they are aware of and working to fix. To get around this issue for the short term, visit Libro's Online Banking outside of QuickBooks to download transactions for import.

Here is how you can download your transactions:

  1. Log into you Libro account
  2. Click on the account you wish to download your data from
  3. Click the download button in the top right of the account details page
  4. Select your date range
  5. Click the QuickBooks file type to complete your download

You can then import your transactions to QuickBooks:

  1. Click the File menu, select Utilities, select Import, then click Web Connect Files.
  2. Find and select the file you downloaded from your bank.
  3. Follow the instructions to continue importing your bank transactions.

Security and Browsers

What is Enhanced Security?

Enhanced Security is an opt-in service to further protect yourself from fraudulent websites. Setup a personalized image and a unique caption to help identify the account as yours when you log in.

Enhanced Security is required to use the Interac e-Transfer service.

How do I know if your site is secure?

Libro has made sure that your transactions are sent securely over the Internet. Read on to learn how Enhanced Security, TLS and SSL, firewalls and cookies keep your information safe.

Enhanced Security

Enhanced Security further protects your personal financial information by adding steps to log into Online Banking. It involves choosing a picture and a phrase you will always see when you log into Online Banking. Additional security questions you choose and answer mean nobody else can login to your account. You can set your home computer as "SECURE" to skip the additional questions when you login from home. Enhanced Security is a requirement if you wish to use Interac e-Transfer to email money to your friends or family.

TLS 1.2 (Transport Layer Security)

This is an entire suite of the latest encryption methods - created to replace the older technology of SSL 2.0 and SSL 3.0 (Secure Sockets Layer) - that protects all communications between your computer and the internet. TLS 1.2 uses the latest and most advanced mathematical methods to scramble the messages sent and received by your computer in a way that is functionally impossible for hackers to reverse. These encryption suites are industry leaders and are considered to be the strongest protection currently available. All of the latest browsers which Libro’s online banking supports, support TLS 1.2.

Firewalls

These are barriers between the Internet and an organization's private, internal network that prevents "hackers" from gaining access to resources and data within the network. Our firewall monitors the communication and requests sent to our Web server and ensures that external audiences are kept out of our network - and your information.

Cookies

A cookie is an information packet that is sent back and forth from your computer to a web server. During your Online Banking session, your encrypted cookie lets us identify you and your banking information. The cookies have an expiry time of 20 minutes; if there is no activity from your computer 20 minutes after you have logged on to Online Banking, your session will end. You will have to login again if you wish to perform any Online Banking transactions.

What you can do to keep your computer & accounts secure

  • If you are a Windows user, make sure you:
    • Ensure you have an operating system more recent than Windows XP as Microsoft has stopped supporting older version, meaning they are note surcure operating systems.
    • Complete all outstanding Windows updates.
    • Run current and up to date Anti-Virus software.
    • Run current and up to date Anti-Spyware software.
  • Be vigilant of all email - never respond or click on any links if you're suspicious of the email's origin
  • Keep your Online Banking Personal Access Code private
  • Properly log off and exit out of Online Banking and your browser if you leave your computer during or after a session

How do I clear my cache/browser data?

Cache files are from web sites you have visited that are stored on your computer. The good thing about cache files is they sometimes allow for a faster download because the page or image is already on your computer, but they can take up room on your computer and depending on how much you surf and how often (or not) you delete the files, they can take up a lot of room!

If you have tried to access the online banking site during server upgrades and you encountered an error message, that screen may be stored in your cache and prevent you from successfully logging in. The brief steps below outline how to clear the cache on your machine. If you still cannot access online banking after clearing your cache, please contact our Contact Centre.

How do I disable compatibility mode in Internet Explorer?

  • Makes sure you have Internet Explorer open.
  • Tap or click the Tools button (shortcut Alt-T) at the very top of Internet Explorer and select Compatibility View settings.
  • If you see libro.cain the list of websites added for compatibility, please highlight it and click the remove button.
  • And that should be it. You should be able to proceed to log in from there.

Is my Password strong enough?

Here are some tips to ensure you have a strong password:

  • Use a unique password for all of your important accounts.
  • Change your password often.
  • Use a mix of upper and lowercase letters, numbers and symbols in your password.
  • Keep your password secure and private.
  • Don't use personal information that others might guess like your birthday or pet's name.
  • Use more than the minimum of 6 characters required.
  • Enable Enhanced Security or 2-Step Verification for an extra level of security.

Accounts

About account balances

Online banking allows you to view your up-to-date account balances. Please remember your account balance may change during the day as cheques clear, automatic debits are processed, etc. Your account balances are displayed as your available balance - this means your available line of credit will be added to the balance.

How can I download my account transactions?

If you're looking to download information from your account, head on over to the Accounts tab, select the account you wish to inquire about, and locate the download button which is located directly under your profile photo (it looks like a down arrown). Follow a few simple steps and select your preferred format to start your download.

Export all of your account activity from one place by accessing "Documents" under your Owner Menu. For those looking to download transactions from multiple accounts – this is a great spot to efficiently download all your data in one convenient location. Currently we support Intuit Quicken and Quickbooks, Simply Accounting and Excel (Comma Delimited).

Bills

How do I register a bill payee/vendor/merchant?

If you have already registered bills for payment with Libro, they will be accessible through online banking. If you would like to add a merchant or vendor, you may register your new bills by calling our Contact Centre or through Online Banking under Bills by clicking Manage Payees.

  • Here you can edit or delete existing merchants, add new ones along with add nicknames to help differentiate similar payments.
  • When adding a new payee, start typing in the name and it will provide a short list of merchants. Please make sure to double check your account number before adding it to the system.
  • To remove a merchant, hover over the merchant name in your list of existing merchants and select the trash can to the right of it. A confirmation message will appear for your approval.
  • It's important to note that some merchants are high-risk and may require review from our Contact Centre. We flag payees such as pre-paid credit cards as high risk as these are the main targets for fraudsters.

How do I pay a bill?

To visually walk through paying a bill, select Tour under the main drop down menu within Online Banking and select Bills.

To pay a bill, first select Bills on the top menu within online banking:

  1. In the From field select which account you wish to pay your bill from.
  2. Select which bill you would like to pay using the Payee field.
  3. Automatically we set the bill to be paid today, if you wish to pay your bill in the future - select the calendar icon and select which day you wish to pay your bill on.
  4. Next enter your amount by clicking the Amount field.
  5. In the blue field you can leave a comment for yourself and/or select whether it is a one time or recurring payment.
  6. Once you are ready, select Pay and you're done.

Please be advised that funds must be available in your account on the day of processing or the bill payment will not be processed. Libro assumes no liability for payment to vendors when funds are not available. Remember to allow two business days for the transactions to be processed.

Can I set up future dated and recurring bill payments?

Yes.

You can add bill payment transactions in advance and you can set them to occur at a regular set date. Check your pending transactions by clicking on "Bills" and scrolling down to "Pending Bills". You can also check what account the funds will be drawn from and delete or edit your payments.

Please be advised that funds must be available in your account on the day of processing or the bill payment will not be processed. Libro assumes no liability for payment to vendors when funds are not available.

Can I delete or edit bill payments?

Pending payments can be deleted and edited.

Hover over your pending payment and select the pencil icon on the right side to enable editing. Once you have completed your edits select Done.

Please be advised that funds must be available in your account on the day of processing or the bill payment will not be processed. Libro assumes no liability for payment to vendors when funds are not available. Remember to allow two business days for the transactions to be processed.

Am I able to send U.S. Dollar Bill Payments?

No, at this time we are unable to process U.S. Dollar Bill Payments.

Transfers

How do I transfer my money?

To visually walk through moving your money, select Tour under the main drop down menu within Online Banking and select Transfers.

To make a transfer, first select Transfers on the top menu within online banking:

  1. In the From field select which account you would like to move the money out of.
  2. Select which account you would like to move the money into using the To field.
  3. Automatically we set the transfer to occur today, if you wish to move your money in the future - select the calendar icon and select which day you wish the transaction to take place on.
  4. Next enter your amount by clicking the Amount field.
  5. In the blue field you can leave a comment for yourself and/or select whether it is a one time or recurring payment.
  6. Once you are ready, select Transfer and you're done.

Can I set up future dated and recurring transfers?

Yes.

You can set transfers to occur in the future and/or you can set them to repeat at a regular set date. Check your pending transactions by clicking on "Transfers" at the top of Online Banking and scrolling down to "Pending Transfers". You can also check what account the funds will be drawn from and delete or edit your transfer.

Please be advised that funds must be available in your account on the day of processing or the transfer will not be processed. Libro assumes no liability for payments when funds are not available.

Can I delete or edit transfers?

Pending transfers can be deleted and edited.

Hover over your pending transfer and select the pencil icon on the right side to enable editing. Once you have completed your edits select Done.

Interac e-Transfer

What is Interac e-Transfer?

An Interac e-Transfer is a fast, secure and convenient way to send money to anyone in Canada from within the security of your Libro Online and Mobile Banking. It uses email or text messaging for fast notification to the recipient that a transfer has been sent, while the participating financial institutions transfer the funds using established and secure banking procedures.

To send an Interac e-Transfer, all you need is the email address or mobile phone number of the person you want to send money to, and access to Online or Mobile Banking with Enhanced Security or 2-Step Verification. Email and text messages carry the notification while the financial institutions use existing payment networks to transfer the money to nearly any financial institution in Canada.

What do I need in order to send my friend an Interac e-Transfer?

All you need is their email address or mobile phone number and to make sure they have an account at a financial institution that supports Interac e-Transfer. You do not need to know their account number or other private information.

If your friend does not bank with a participating financial institution, the friend must provide accurate instructions to CertaPay, including their transit and account number. The electronic funds transfer will take four-to-six business days and a $4.00 service fee will be deducted from the deposit amount by CertaPay. This can be done via a link in the email they will receive with the Interac e-Transfer notification.

How do I send an Interac e-Transfer?

icon for <em>Interac</em> e-Transfer<sup>®</sup>

To send an Interac e-Transfer, follow the steps below:

  1. Sign into Online Banking.
  2. Select Transfers in the top menu, then Interac e-Transfers.
  3. Input the dollar amount you want to send.
  4. Choose a contact to send money to.
    • If you do not have the contact set up, visit your 'Contact List' to manage your contacts.
  5. Select the account you want the money to come from.
  6. Optional: Schedule the transfer for a future date.
    • Click the toggle to the left of Schedule.
    • Select the date you want the transfer to be sent.
  7. Create a security question for your contact to answer.
    • If the recipient is registered for Autodeposit, you will not need to create a security question.
    • Make sure to share the security answer with your contact. For your protection, make sure the answer isn't obvious and do not share the answer in the optional message field.
  8. Optional: Share a message with your contact - could be a quick 'Thank You' or a reason for the transfer.
  9. Click Send and Confirm.

And that’s it. The money will immediately come out of your account and be held by Interac until the recipient claims the transaction.

Depending on the account option you have, you may be charged $1.50 for sending an Interac e-Transfer.

Note: While an Interac e-Transfer is pending, you can cancel it if needed. However, if the recipient has Autodeposit or has already accepted the deposit, then there will be no option to cancel.

How does my friend receive an Interac e-Transfer?

When you send an Interac e-Transfer through online banking, an email or text message will be sent to your friend from Interac. To accept, your friend will click on the link in the notification and answer the security question you previously shared with them. Ensure the receiver knows the answer to your question. Your friend may also have Autodeposit set up which means the money will automatically be deposited into their account and a security question is not needed.

If your friend does not bank with a participating financial institution, the friend must provide accurate instructions to CertaPay, including their transit and account number. The electronic funds transfer will take four-to-six business days and a $4.00 service fee will be deducted from the deposit amount by CertaPay. This can be done via a link in the email they receive with the Interac e-Transfer notification.

How do I receive an Interac e-Transfer?

To receive an Interac e-Transfer you must have an active Online Banking account with Libro.

When someone sends you an Interac e-Transfer, you will receive a notification through email or text message indicating money was sent to you. The notification includes information about the transfer including:

  • Sender's name
  • Transfer amount
  • A link to deposit the money into your bank account

To deposit an Interac e-Transfer, follow the steps below:

  1. Check your inbox or text messages for an Interac e-Transfer message and click the link to deposit the money.
    • If you cannot click on the link, either cut and paste or type the link into your browser.
  2. Follow the instructions to select and log into your Libro Online Banking.
  3. Enter the security answer and click Accept.
  4. Choose the account you want to deposit money into and click Deposit.

If you don't have access to Online or Mobile Banking, contact Libro at 1-800-361-8222 to sign up.

Can I send or deposit an Interac e-Transfer in currencies other than Canadian?

Currently the Interac e-Transfer service is only available to those who bank at a Canadian financial institution and have a Canadian currency account. You will not be able to send or deposit Interac e-Transfers using foreign currencies or deposit transfers into a foreign bank account, including the US.

If you have received an Interac e-Transfer and you do not have a Canadian bank account, ask the sender to cancel the transfer. Once the transfer is cancelled, the money will be returned to the sender's account. If you are unable to contact your sender, the transfer will expire in 30 days. Once the transfer expires, the sender will receive a notification to reclaim the funds.

Are there limits on Interac e-Transfers?

Yes, there are limits on how much money a person can send. The default limits are as follows but each person’s limits may differ slightly.

The maximum amount that can be sent is $3,000 in a 24-hour period. The weekly maximum is $10,000 and the monthly maximum is $15,000.

These limits are all related to your portfolio, which is a collection of all the accounts under your Owner Number - the number you use to log into Online Banking. If you have joint accounts in your portfolio, the limits will apply to each Owner Number.

For example: if someone is joint on a chequing account under your portfolio and they send an Interac e-Transfer from that joint account under your Owner Number, they use your limits. If you send an Interac e-Transfer from a joint account under their Owner Number, you use their limits.

The incoming transfer limits are $25,000 per transaction

How do I cancel a sent Interac e-Transfer?

Interac e-Transfers can be cancelled as long as they haven't been accepted by the receiver. The funds will be returned to your account. The service charge will not be refunded.

To cancel a sent Interac e-Transfer, follow the steps below:

  1. Sign into Online Banking.
  2. Select Transfers in the top menu, then Interac e-Transfers.
  3. Scroll down to the Processing  section.
    • If the transaction is complete and cannot be cancelled, it will show in 'History'.
    • If the transaction can still be cancelled, it will show in 'Processing'.
  4. Click on the transaction you want to cancel. The status will show as 'Pending' for sent transfer and 'Available' for requested transfers.
  5. Click Cancel Transaction and confirm your choice by selecting Cancel Transaction again.

When will the money I sent be taken from my account?

The money you send to a recipient will be taken from your account immediately. If the recipient does not deposit the money within 30 days, you will receive an email or text message requesting you redeposit the funds into your account by clicking on the link in the notification.

Does a sent Interac e-Transfer expire?

Yes, a sent Interac e-Transfer expires after 30 days. If the receiver has not accepted the transfer, you will receive an email or text message requesting you to redeposit the funds into your account by clicking on the link included in the notification.

Is Interac e-Transfer secure?

Yes, Interac e-Transfer is safe and secure.

Remember to keep your online banking password information private. To use Interac e-Transfer, you must have Enhanced Security or 2-Step Verification set up on your online banking profile. It is essential to learn what measures Libro takes to ensure the security of online banking and what you should do to keep your home computer safe and avoid becoming a victim of fraud.

Libro will never send you an email with a direct link that asks for passwords, account numbers, personal information, or request you to send an Interac e-Transfer.

If you receive an email that appears to have been sent by Libro that makes you suspicious, do not reply, and do not select or click on any links. Please also advise your branch or Libro Connect immediately at 1-800-361-8222.

To avoid phishing, be sure to use the Enhanced Security or 2-Step Verification features through online banking and never disclose your banking information to anyone. When making online purchases, make sure the site is secure and learn as much as possible about the seller and the item before sending payment through an email money transfer.

The best way to protect your computer and your personal information is to inform yourself and remain vigilant.

Interac does not send money by email; only the notification travels over the internet to advise the recipient that the transfer has been initiated and to provide instructions on how to deposit the money. The money always resides safely at a financial institution, and is transferred through existing payment networks that financial institutions have used for years to settle cheques, bank machine deposits and withdrawals.

Security measures have been built into the system, including:

  • Encryption technology
  • Confidential user IDs and passwords issued by financial institutions
  • Secure login process
  • A security question and answer to ensure only the intended recipient receives the money
  • TLS 1.2 browser encryption

    What is the cost to send an Interac e-Transfer?

    The cost will depend on what account you hold.

    Simplify Chequing, Premium Chequing and Go Free Chequing accounts have free, unlimited Interac e-Transfers.

    All other accounts have a fee of $1.50 for each Interac e-Transfers sent. This is a fee at the time of transaction and is in addition to regular transaction fees or monthly package fees.

    Is there a charge to accept an Interac e-Transfer?

    No, there is no charge to accept an Interac e-Transfer.

    Will I be charged if I send an Interac e-Transfer to another Libro Owner?

    If you hold an account that has free, unlimited Interac e-Transfers, there is no fee. However, if you do not there is a $1.50 charge for all Interac e-Transfers. To transfer money to another Libro Owner at no cost, you can set up an ibank joint or send an online banking secure message to Libro to perform the transfer. Talk to your Coach or Libro Connect at 1-800-361-8222 for more details.

    Request Money with Interac e-Transfer

    What is request money?

    Request Money is a feature within the Interac e-Transfer service where money can be requested from anyone in Canada within the security of your Libro Online or Mobile Banking application. The request takes place over email or text message similar to sending money with Interac. When your request is fulfilled by the other person, you are provided with a notification once the money is deposited into your account.

    How do I request money using Interac e-Transfer?

    To request money with Interac e-Transfer, follow the steps below:

    1. Sign into Online Banking.
    2. Select Transfers in the top menu, then Interac e-Transfers.
    3. Select Request in the toggle menu.
    4. Input the dollar amount you want to request.
    5. Choose a contact to request money from.
      • If you do not have the contact set up, visit your 'Contact List' to manage your contacts.
    6. Select the account you want the money deposited into.
    7. Optional: Set up the Interac e-Transfer as an invoice.
      • Click the toggle to the left of Invoice.
      • Input the Invoice # and Due Date.
    8. Optional: Share a message with your contact - could be a quick 'Thank You' or a reason for the request.
    9. Read and accept the consent statement by clicking the toggle option.
    10. Click Request and Confirm.

    When the recipient accepts the request, you will receive a notification that the money will be deposited into your account. If your account does not include free Interac e-Transfer requests, you will be charged $1.50 service fee at the time the request is deposited into your account.

    How do I edit a request for money I already sent?

    To edit a request for money with Interac e-Transfer, follow the steps below:

    1. Sign into Online Banking.
    2. Select Transfers in the top menu, then Interac e-Transfers.
    3. Scroll down to the Processing section.
      • If the transaction is complete and cannot be changed, it will show in 'History'.
      • If the transaction can be edited, it will show in 'Processing'.
    4. Click on the transaction you want to edit. The status will show as 'Available' for requested.
    5. Click Edit Transaction and make your updates.
    6. Click Request and Confirm.

    How do I cancel a request for money?

    To cancel a request for money with Interac e-Transfer, follow the steps below:

    1. Sign into Online Banking.
    2. Select Transfers in the top menu, then Interac e-Transfers.
    3. Scroll down to the Processing section.
      • If the transaction is complete and cannot be cancelled, it will show in 'History'.
      • If the transaction can still be cancelled, it will show in 'Processing'.
    4. Click on the transaction you want to cancel. The status will show as 'Pending' for sent transfer and 'Available' for requested transfers.
    5. Click Cancel Transaction and confirm your choice by selecting Cancel Transaction again.

    What is the cost to request an Interac e-Transfer?

    The cost will depend on what account you request money from.

    The Simplify Chequing and Premium Chequing accounts have free, unlimited Interac e-Transfers.The Go Free Chequing account includes 10 free request money transfers.

    All other accounts have a fee of $1.50 for each Interac e-Transfers request. This fee will be taken from your account when the request is deposited into your account and is in addition to regular transaction fees or monthly package fees.

    When is the service fee taken from my account?

    You will be charged the $1.50 service fee when the request is deposited into your account. This could be a different day than the day you requested the money. The fee will not come from the money that is being sent to you, it will come directly from your account.

    Will the fee come from the money I am receiving?

    No, the fee will appear as a separate line item on your account and will not be subtracted from the money you receive. This is purposeful so the receiver doesn't think the sender sent less than was originally asked for and to be more transparent with our fees.

    Are there limits on how much money I can request?

    Yes, the maximum request amount is $3,000 per request.

    Can I attach an invoice while requesting money?

    Currently, you cannot attach an invoice when requesting money through Interac e-Transfer. However, you can include an invoice number and invoice due date within the request for money transaction details.

    Who can I request money from?

    You can request money from anyone with an email address or mobile number who has access to online or mobile banking at a Canadian financial institution. Please note that each financial institution has the ability to enable or disable the feature for their account holders and this experience will vary by participating financial institution.

    How is the contact notified when a request for money is sent to them?

    When you request money through Interac e-Transfer, the recipient will receive a notification at the email address or mobile number you assigned to them. The recipient will need to follow the instructions in the notification to complete the request.

    Autodeposit with Interac e-Transfer

    What is Autodeposit?

    Autodeposit is a feature within the Interac e-Transfer service where you can register your email address to have money deposited directly into your account, without having to answer a security question.

    Is Autodeposit secure?

    Yes, the Autodeposit feature of Interac e-Transfer has the same bank-grade security as is standard with the Interac e-Transfer service. Interac e-Transfer is one of the safest digital money transfer services in the world. When you send or request money using Interac e-Transfer, the money is transferred through the established and secure banking procedures that financial institutions have used for years to settle cheques, bank machine deposits and withdrawals. Money never travels by email or text - these are simply used to notify you that money was sent or requested, as well as provide instructions to deposit.

    How do I register for the Autodeposit feature?

    To register for Autodeposit, follow the steps below:

    1. Sign into Online Banking.
    2. Select the Owner Menu icon in the top right of the screen (the circlular photo or icon).
    3. Select Settings then choose Interac e-Transfers from the left side menu.
    4. Scroll to Autodeposit.
    5. Select Add, then choose the contact method you want to register Autodeposit for: Email or Mobile.
    6. Input the email or mobile phone number you want to connect your account to.
    7. Select the account you want the money deposited into.
    8. Select Register.
    9. A message will be sent to the contact method you chose. Open your email inbox or text messages and follow the instructions to complete your registration process.
      • Note: the link will expire in 24 hours.

    Once enabled, when someone sends money to your contact method associated with Autodeposit, the money will be deposited directly into your bank account without the need for you to answer a security question.

    Once I register for the Autodeposit feature, how will I know when someone sends me money?

    Each time you receive funds through the Autodeposit feature, a notification will be sent to you by email or mobile phone letting you know that money has been deposited into your bank account.

    How many contact methods can I register for the Autodeposit feature?

    You can register up to five different contact methods to five different accounts. However, once an email is registered for the feature, it can't be used again with another account.

    For instance, if you register your personal Gmail account with your Premium Chequing account, you cannot then register that same email address at Libro (or any other financial institution) to be associated with another account. The logic is fairly simple, as Interac would be conflicted as to which account to deposit the money.

    How will I tell the sender to use the Autodeposit feature?

    You don't have to tell the sender to use the Autodeposit feature. If the sender's participating financial institution is enabled to send to a recipient who is registered for the Autodeposit feature, they will automatically be able to send money to you through the Autodeposit feature. Your name will pop up when that sender enters your email address or mobile phone number so they know they're sending it to the right person. This is something you agree to when registering for Autodeposit.

    Deposit Anywhere™

    What is Deposit Anywhere™?

    Deposit Anywhere™ is Libro's Mobile Cheque Deposit feature that allows you to deposit your cheques into your Libro account using Libro's Mobile Banking app on your Mobile phone.

    Is Deposit Anywhere™ secure?

    Yes. With Deposit Anywhere™ there are no additional security concerns beyond those currently associated with physical cheque deposits. Additionally, Deposit Anywhere™ meets the same high standards as Libro's mobile and online banking services.

    You also have an important role to play in the security of Deposit Anywhere™. In order to protect you and Libro, we need to ensure you carefully read through the Deposit Anywhere™ service agreement. You will see this during your first use of the service. Once you fully understand your role and only if you agree with the contents of the service agreement, please select “I agree with these terms of use” and “Confirm” in order to proceed to deposit your first cheque. You will not be presented with this agreement again but it can be made available at any time upon request.

    How do I sign up for Deposit Anywhere™?

    Deposit Anywhere™ is only available through Libro's Mobile Banking app which can be downloaded through Android Play™ and the iPhone App Store.

    You can then see if Deposit Anywhere™ is currently available by signing into your Libro account through your Libro Mobile Banking app and clicking on “More”. If you do not see the option, “Deposit Anywhere™ - Cheque Deposit” you can call your Libro branch or Libro's Contact Centre to request access to the feature.

    Will Deposit Anywhere™ work on my device?

    Deposit Anywhere™ is compatible with the following smartphone operating systems (OS):

    • iPhone
    • Android

    What do I do with the cheque after I complete my deposit?

    1. Once your cheque is successfully deposited through Deposit Anywhere™, please write “Deposited via mobile” on the back of your cheque.
    2. Please hold on to your cheque for 15 days after your deposit just in case Libro has any questions regarding the deposit.
    3. After those 15 days, please safely tear up and dispose of your cheque.

    How long until the money shows up into my account?

    Your funds will show up immediately into the account which you made the deposit to. Your deposit may be subject to holds as follows."

    Holds: A standard one-business-day hold will be applied to all cheques deposited through Deposit Anywhere, after which holds on your funds will be the same as if you had completed your cheque deposit at an ATM.

    Limits: All Owners eligible to use Deposit Anywhere will have the ability to access $300 cash back. The remaining funds are subject to the holds as described above.

    Are there any holds or limits on Deposit Anywhere™?

    Holds: A standard one-business-day hold will be applied to all cheques deposited through Deposit Anywhere, after which holds on your funds will be the same as if you had completed your cheque deposit at an ATM.

    Limits: All Owners eligible to use Deposit Anywhere will have the ability to access $300 cash back. The remaining funds are subject to the holds as described above.

    Will I need to pay a fee in order to use Deposit Anywhere™?

    There will be no fees when depositing a cheque using Deposit Anywhere to your personal chequing and savings accounts.

    For business accounts, deposited cheques made through Deposit Anywhere™ count as an included transaction in your monthly package. Standard fees per transaction apply to cheques deposited through Deposit Anywhere™ for any deposits over and above your included transactions.

    Do I need Enhanced Security for Deposit Anywhere™?

    Not currently, though Libro does recommend that all Owners leverage Enhanced Security to ensure your account is properly protected and as such we will be moving towards making Enhanced Security (or some form of it) mandatory at some point in the future.

    Your Owner Menu

    What is my Owner Menu?

    Your Owner Menu can be found by clicking on your personal image in the top right corner of Online Banking. Under this menu you can get to know your Coach, update your profile and account settings, view statements, send and review secure messages along with much more.

    Why is there a picture of my Coach in Online Banking now?

    On the left side of the Owner Menu is your Coach's card. It showcases an image of your Coach along with their contact information. Connecting you and your Coach online will be of great focus to Libro going forward. So keep an eye out as we further develop this feature called Coach Connect.

    Why do you want me to upload my photo to Online Banking, will anyone see it?

    You now have the option to upload a personal photo which will display at the top right corner of every page. This brings more personalization along with a better sense of security. Your profile photo will help you naturally detect that you are in an account that belongs to you rather than a fraudulent website. It's simply another security level to create more peace of mind.

    Currently, no one other than you will be able to see your profile photo. In the future we do plan on connecting you with your Coach online and at that time, your Coach may be able to see your photo. But for now it's private.

    Business

    Why is there a section called Business?

    For many small- and medium-sized businesses, Libro's Online Banking offers a business view to help you focus on your business finances.

    The choice is up to you whether to use this feature or not. To choose which accounts show up under your business view, go to your Owner Menu then select 'Settings' > 'Business' and use the toggles to set up your personalized view.

    Switch back and forth between personal and business banking without having to sign in and out. It will enable you to focus your attention on the task at hand, whether that be business growth or your family's future.

    How do I set up accounts under my business view?

    To choose which accounts show up under your business view, go to your Owner Menu then select 'Settings' > 'Business' and use the toggles to set up your personalized view.

    Can I make my business view show up first when I log in?

    You sure can! Simply head on over to your Owner Menu and select 'Settings' > 'Business' and turn on the option Make Business my default page.

    How do I pay my business taxes?

    To pay business taxes you first need to ensure you have designated an account as business under your 'business settings' in which you plan to pay your taxes from. Once you've designated your business accounts, make sure you're in your business view by clicking Switch to Business at the top right of the main menu. You will know you're in your business view if the main menu is green and you see Taxes as an option.

    Click Taxes to get started.

    Libro offers businesses the abilities to pay your GST/HST 34 Tax, GST 58 Tax, Payroll Tax and Corporation Tax online. Use the dropdown to select your tax form. Now you're all set to fill out your tax forms. Each form also comes with a Help feature on the top right to help you through to the end.

    What if I'd rather not separate my account into personal and business but need to pay business taxes?

    If you are a business Owner and aren't looking to split up your business and personal accounts but still need to pay your taxes, head on over to 'Settings' > 'Business', toggle all of your accounts over to Business and select Make Business my default page. This will give you all the features we offer business Owners while still keeping all your accounts consolidated in one view, just the way you prefer.

    Haven't found an answer? We're here to help!

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