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Digital Banking Frequently Asked Questions

You've got questions, we've got answers!

Apple:

The new Crossroads Credit Union Mobile App will be available as an app update! Install the update and you will be connected to our new Digital Banking Mobile App. To install the update, follow these steps:
    1. Visit the App Store
    2. Search Crossroads Credit Union
    3. Tap the Crossroads Logo
    4. Hit 'UPDATE' and you're set! 
Android:

Your old App Icon will not work, please follow these steps to get set up with the new app.
    1. Delete all old versions of the Crossroads Credit Union Mobile App.
    2. Close all open apps and browser windows on your device.
    3. Restart your device.
    4. Install our new Crossroads Credit Union Mobile App found on Google Play. (The app is not yet showing up in Google Play, here is the link:  https://xrds.ca/AndroidApp).

Note: If you have already downloaded the new app without taking these steps, you can delete both the old and new apps; restart and re-install the new app.
Unfortunately, your bookmark or favourite will no longer work beginning April 25th at 6pm, you will receive an error when trying to access the page.

On April 26th, visit our home page and click the Sign In Button at the top right hand corner of the screen to Sign In to Xpress. Once you arrive at the Sign In screen, you can now save the new digital banking sign in page as a favourite.
A one-time passcode (OTP) is a security code that provides an additional layer of protection that safeguards sensitive information and certain digital banking activities. It’s a numeric security code (up to 7 digits) that you will receive via text message to your mobile phone or to your email address when you perform certain activities. The code is time sensitive and valid only for a limited amount of time.

Here are some examples of when one-time passcodes are used:

• Register for digital banking
• First time you sign in, to digital banking
• Add a new bill payee
• Update contact information
• Change or reset your password
• Transfer funds to other CCU members
• Add an Interac e-Transfer® recipient
If you were expecting to receive your passcode 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.
If you have a mobile phone number on file with us the verification code will automatically send the code to your mobile phone number. If you choose to have the code sent to your email address, you will receive a second code. The second code sent is the one that you should use.
Push notifications are messages that can be sent directly to a user’s mobile device. They can appear on a lock screen or in the top section of a mobile device.
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, 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.
Password must be a minimum of 10, maximum 35 characters and include:
  • Minimum 1 Uppercase letter
  • Minimum 1 Lowercase letter
  • Minimum 1 number
Special characters are optional
Yes! Two people can use the same email address or cell phone number. Be aware that when one person is using digital banking and receives a one-time passcode (OTP), both parties will receive that OTP.
In order to access digital banking, an email address or mobile phone number is required to receive one-time passcodes (OTPs) for security purposes. Several providers offer a free email account.
The answer is No, once you've created a username, you won't be able to change it.
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, please contact our Virtual Branch at 1.877.535.1299 and one of our local virtual advisors would be more than happy to assist you.
The good news is NO, now you will always sign in your username.
Our secure messaging service allows you to communicate with us from within the digital 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 digital banking instead of sending personal information through email channels.

Online Banking:

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

Mobile App

    1. Navigate to messages by tapping on the envelope icon located at the top right corner on your main screen.
Please contact our Virtual Branch at 1.877.535.1299 and one of our advisors would be more than happy to assist you. You can reach our Virtual Advisors M-F 8am to 8pm and Saturdays 9am to 4pm.
The star indicates your main or primary account. Transfers and bill payments will automatically select this account as your default. You can always select a different account at the time of setting up a payment or transfer.
To change your Main default account:
Online Banking:
      1. Under the Accounts menu select ‘Customize Accounts’.
      2. Locate the account that you wish to be set as the primary and under the Main account column, click the Star icon.
      3. At the bottom of the screen click ‘Save’.
      4. The newly selected account is now your Main account.
Within the Customize accounts section, you can also rename the account by clicking on the pencil icon or Hide/View accounts by turning On or Off in the Visible column.

Mobile App:
  1. Tap 'More' at the bottom right hand screen.
  2. Tap 'General Settings'.
  3. Tap 'Customize Accounts'.
  4. Tap the Star Icon beside the account you would like to set as your Main Account.
Within the Customize accounts section, you can also rename the account by clicking on the pencil icon.
In some cases, the Autodeposit just needs to be “refreshed”.
Online Banking:
      1. Under Transfers & Payments select 'Autodeposit Settings'.
      2. Click on the little pencil beside your current Autodeposit to edit.
      3. Re-select the same account you had set up previously.
      4. Continue twice to save your changes.
      5. Input the OTP to authorize the process and click 'Continue' to successfully refresh the Autodeposit.
Mobile App:
      1. At the bottom of the screen tap 'Move Money'.
      2. At the top right hand corner of the screen tap 'INTERAC e-transfer'.
      3. Tap 'Autodeposit Settings'.
      4. Tap the three dots and select edit.
      5. Re-select the same account you had set up previously.
      6. Continue twice to save your changes.
      7. Input the OTP to authorize the process and click 'Continue' to successfully refresh the Autodeposit.
Online Banking:

1. Sign in, to digital banking on desktop/tablet.
2. Click ‘Accounts’, under Accounts select ‘View eStatements’.
3. Select the year and date of the statement you want to view

Mobile App:

1. Sign in to digital banking on the mobile app.
2. On the bottom of the screen, tap ‘More’.
3. Tap 'View eStatements'.
4. Select the year and date of the statement you want to view.
Contact our Virtual Branch at 1.877.535.1299 and our advisors would be more than happy to assist you.
Although we do understand the impact that printed statements have on the environment, we also recognize there may be instances when printing your banking history may be necessary.

Online Banking:

    1. Go to ‘Accounts’.
    2. Click ‘View Transactions’.
    3. Scroll to the bottom of the page and click the ‘Print’ button at the bottom of the screen. You can also save a PDF of the transactions for future reference.
Mobile App:
    1. In the mobile app, navigate to the bottom of the screen and tap ‘Activity’.
    2. Select ‘View Transactions’.
    3. At the top right-hand corner tap the three dots and from there you can tap ‘Share’.
    4. You now have the option to save to a PDF or share it to your printer or text or email it to someone.

Did you know…
You can use the filter option to narrow down the transactions you would like to print?
Both fingerprint and facial recognition will be available on the new mobile platform, if your mobile device supports it.

You will be prompted to set this up, if you choose, when you log in for the first time. Alternatively, you can change your log in settings under Settings > Biometric Authentication whenever you are ready to set this up.

We strongly recommend against enabling Biometric ID if anyone else has or might gain access to your device and its security password.
Enabling Touch ID for mobile banking will grant access and full mobile banking functionality to any person whose fingerprints are saved on your device. We strongly recommend against enabling Touch ID if anyone else has or might gain access to your device and its security password.
Yes, you can set up shortcuts through the widget function on your mobile device by following these steps:

1. Sign into your mobile app.
2. Navigate to ‘More’ (bottom right-hand corner).
3. Tap ‘General Settings’.
4. Tap ‘Widget Settings’.
5. Click on the Account balances to turn the functionality on and then click ‘Add account’.
6. Enter the account name you want to display.
7. Select the account you want to display.
8. Under Balance Display, it’s recommended to leave ‘Account balance’ checked.
9. Under Visibility, it’s recommended to leave ‘Both’ checked.
10. Tap the + Icon in the top right-hand corner of the screen.
11. Follow the same process to add up to 2 more accounts you'd like to view.
12. Sign out of the app. The next time you go to sign in, you will see your account balance displayed. If you set up more accounts, swipe right to see your quick balances.

You will then be able to add up to three accounts you'd like to view. If you're sharing this device, we recommend you turn off this option.

Note: You are also able to add some of your favourite transactions as shortcuts in the widget, making it even easier for you to do your banking!

Small Business FAQs

To download a printable version of our Small Business Digital Banking Guide, please click here.
Small business digital banking is new to Crossroads Credit Union members. It offers a unique set of features that's set apart from other personal digital banking services. The key features that distinguish the Small Business services from other digital 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, signers can approve transactions on the go from their mobile devices.
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.

To set up profile consolidation:

1. Sign in to digital banking (profile consolidation set up is not available on the mobile banking app)
2. Select ‘Business services’.
3. Click ‘Profile consolidation’.
4. Click ‘Add profile’.
5. Enter personal profile username.
6. Enter 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 to complete the setup.

To switch between 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 if you are sure you want to switch profiles, you can either cancel or switch profiles.

There is no limit on the number of businesses that can be Consolidated under a single sign in.
A Delegate is a person such as an accountant, bookkeeper or spouse that can be granted limited access to digital banking for a business. A Delegate is created by one of the account signers 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 signer(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.
All usernames, once created, cannot be changed.
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.
Delegates can reset their own password by using the 'Forgotten Password' feature on the home sign in screen or the delegate's signer can reset it for them.
A delegate's access can be locked to ensure they are unable to access the accounts. Delegates cannot be deleted from the profile once added.
If you have your membership set up as requiring two-signer approval for transactions like bill payments and Interac e-Transfers®, you can approve the transaction within digital banking under 'Pending Transactions'.

1. Sign in to digital banking.
2. Select ‘Business Services’.
3. Click ‘Pending Transactions’ to view transactions that require approval (created by another signer 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 enter code field and click ‘Continue’.

Note: Pending transactions expire after 7 days.
A delegate's access can be locked to ensure they are unable to access the accounts.
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.
No, the signer only must approve the recurring transactions once, when it is first initiated.
Digital 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.
You can download your transactions 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 digital banking platform.
If you previously conducted your business banking transactions including e-Tranfers, under your personal online banking log in, then that is where they will migrate over to.  What you will need to do, on and after April 26th,  is Sign In to your personal profile in Xpress, and grab the vendor details from there, and then manually enter them into the bill payment vendors under your business profile.  If you require assistance, please call 1.877.535.1299 and we would be more than happy to assist.

If you previously conducted all of your business transactions under your business Member Card log in, then all of your bill payment vendors and e-Transfer recipients will transfer over and your set! 
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If you still can't find what you are looking for or need some assistance, please contact our Virtual Branch at 1.877.535.1299. Our advisors are available and ready to serve you.
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