During business hours, call our Member Service Centre at 1‑866‑800‑ARTS (2787) or visit your nearest branch.
After hours, call Everlink at 1‑888‑277‑1043. 7 days a week.
My Account Help
Here's some information to help you with your everyday banking
We’ve listed some frequently asked questions in case you were wondering the same thing. If you don’t find what you are looking for, give our Member Service Centre a call and we will get you the answers you need.
Debit cards
What if my card was lost or stolen?
What is the difference between a Debit Mastercard® and an Interac Flash card?
A Debit Mastercard is similar to a Interac Flash debit card in that it functions the same way for in-person point of sale and ATM transactions (Interac Flash is a payment technology that allows you to make smaller, everyday purchases simply by holding your debit card up to an Interac Flash-enabled point-of-sale terminal – no PIN required).
Where a Debit Mastercard is different is, it has the ability to transact on the Mastercard network which supports what’s known as “card-not-present” transactions like online purchases and recurring payments, functioning just like a credit card but transacting directly from your chequing account (if you do not have a chequing account it will draw from your savings account). For example, you can set up your Netflix account to use your Debit Mastercard to make the payments, instead of a credit card.
Who is eligible to have a Debit Mastercard?
In general, everyone who is eligible for a Flash debit card is equally eligible for a Debit Mastercard. Parents signing on behalf of minors will need to be aware of the additional features of the card.
Are there fees associated with having a Debit Mastercard?
There are no unique transaction fees or annual fees for having a Debit Mastercard. All standard account and transaction fees apply. Should a trace be required for a Debit Mastercard transaction, the fee may be higher due to increased costs to investigate.
Will point of sale transactions work differently than a Flash card?
Domestic point of sale transactions will continue to work the same for the Debit Mastercard. International point of sale transactions will be made using the Mastercard network, but transactions themselves will continue to operate the same way. Note that there are additional fees for using the card outside of country.
Does this card show up on a credit bureau like other Mastercards? Could it be used to rebuild credit?
No, the Debit Mastercard is a debit card that has the ability to transact on the Mastercard network. That means there is no associated credit limit with the card and it will not display on your credit bureau.
Are there new transaction limits for these cards?
Transaction limits will continue to follow the same process as we use today for Flash cards.
Are there separate card limits for online transactions and point of sale purchases?
No, both online and point of sale transactions are aggregated and must be within the daily point-of-sale limit. If you make frequent online purchases you can request temporary card limit increases or request a fixed higher card limit for your card in accordance with Creative Arts Financial’s policies for limits.
When travelling can I rely solely on a Creative Arts Financial Debit Mastercard?
While the Debit Mastercard will operate more reliably for international transactions than a Flash card, you should always bring another form of payment when you are travelling and not rely solely on any single means as every card network internationally has gaps and limitations.
Will the Debit Mastercard be more reliable than Flash cards when travelling?
With these cards operating on the Mastercard network they are expected to be more reliable for international transactions, however it is entirely dependent on the network capabilities of the merchant’s point of sale provider and their ability to accept Debit Mastercard.
Will I see holds placed on my account when making online purchases?
Some retailers will not charge an account until the item has shipped, e.g., Amazon. Where that’s the case, a hold is placed on the account in the interim until the seller clears the transaction. Once the transaction is processed, the hold will be lifted.
How long could a hold be on an account?
Most holds are lifted within three to seven days, however international transactions may have holds up to 30 days placed on the account. Holds will be lifted when the seller completes the transaction.
What security is in place for online purchases with a Debit Mastercard?
Some merchants will have additional security enabled with Mastercard to help prevent fraudulent transactions at the point of sale. When this is the case, you will be sent a one-time passcode to verify the transaction.
A one-time passcode is an authentication code sent through email or SMS during an online purchase (card-not-present), only if the merchant participates and deems the transaction to be high-risk. The one-time passcode provides an extra layer of security to validate who is attempting the online purchase. If you receive and validate a one-time passcode, the transaction will process.
If you are unable to validate the one-time passcode, the transaction will be declined. It is important that your details (i.e., name, home address, mobile number, email address) are accurately kept up to date. If your details are not accurate, online purchases may be declined and/or you may not be able to action the one-time passcode to finalize the purchase.
If you do not have an accurate email or phone number on file with Creative Arts Financial, this process cannot be completed and it is recommended that you call our Member Service Centre to address the missing information and get further assistance.
Why didn’t my online purchase using the Debit Mastercard go through?
A variety of reasons could contribute to a failed transaction including:
- Failed security check – online transactions must pass through a series of security checks which are validated against your account. This is often caused by mismatched information entered that is validated against what is on your file.
- Card limits being reached will cause a transaction to fail.
- In some circumstances the merchant may not accept Debit Mastercard transactions. View the full list of accepting Debit Mastercard merchants
How can I get a Debit Mastercard?
If you wish to have a Debit Mastercard now, you may do so by visiting your branch to obtain the card in person or contact our Member Service Centre at 1-800-616-8878 to review other options available.
How do I change or reset my personal identification number (PIN) for my debit card?
If you can't remember your PIN or if you are locked out, you can reset it at any one of our Personal Assisted Teller machines. You will need a mobile device so you can sign the applicable form electronically. You can also come to a branch to do this. Please make sure you have at least two pieces of valid photo identification.
If you know your PIN, but you want to change it to something different, you can change it at any Creative Arts Financial, FirstOntario or THE EXCHANGE Network ATM.
Use this ATM locator to find the machine closest to you.
What are my limits on debit cards and ATM withdrawals?
Visit your branch or connect with our Member Service Centre at 1-866-800-ARTS (2787) to find out your debit card and ATM withdrawal limits.
If you’re planning on making a large purchase, you can request a temporary increase to your limit.
Cheques and payment options
How do I set up a direct deposit or a pre-authorized debit payment on my account?
A void cheque can be used to set up a direct deposit or pre-authorized debit instructions on your account.
Three sets of numbers are taken from the bottom of your cheque when the instructions are set up – the transit number, the institution number and your account number. Here’s where you’ll find them:
Did you know you can also create a direct deposit switch through our free ClickSWITCH service? If you’re not familiar with the service, visit our ClickSWITCH page to learn more.
If you don’t have cheques, visit your branch or call our Member Service Centre at 1-866-800-ARTS (2787) to request a Direct Debit/Deposit Request form.
How do I remove a scheduled payment?
You can log in through our mobile app, tap Scheduled and choose the payment you would like to cancel, then select Delete.
In online banking, select Payments in the menu on the left. Go to View/Modify Scheduled Payments, choose the scheduled payment you wish to cancel, then hit Delete. You will then have to Confirm to complete the update.
How do I order more cheques?
Visit Account Services through your online banking and select Order cheques. You can also visit your branch or call our Member Service Centre at 1-866-800-ARTS (2787) and our staff can make the arrangements for you.
For our Business members, cheques must be ordered through your branch.
How long will a FirstOntario ATM hold my cheque deposit?
Some members will have immediate access to a limited amount of the funds they deposit one of our ATMs. The remaining funds will be held for a short time.
This hold period allows our credit union to verify that the funds will be available from the account at the other financial institution on which the cheque and/or other negotiable items are drawn. Member-specific circumstances will determine what they can access right away and if longer holds are required.
Please don't hesitate to contact us at 1-866-800-ARTS (2787) if you have any questions.
How long will Creative Arts Financial hold my cheque before I can cash it?
Holds are placed on member’s accounts to protect you and the credit union against possible losses and/or fraudulent activity. Our guidelines for the duration of holds are below.
| Cheque Drawn | Duration (in Business Days) |
|---|---|
| In Province | 5-10 |
| In Province (new member) | 7-10 |
| Out of Province | 10-20 |
| United States | 30 |
| All cheques for members who declined credit bureau authorization when membership was opened | 30 |
To avoid having a hold placed on your account, you may wish to set up direct deposit arrangements with the sender if it’s a payment you’ll be receiving regularly.
You can also arrange to receive the money by Interac e-Transfer® if the funds are coming from a Canadian financial institution in Canadian dollars. This is another option to transfer money that’s safe, easy and immediately available.
Statements
If I am joint on an account, can I change my statement preferences?
Statement preferences are controlled by the primary account holder on an account.
If you are currently receiving paper statements in the mail and they are addressed to you, you can change your preference in online banking to receive only eStatements.
If you are a joint account holder and the mailed statement is not addressed to you, you will not be able to switch that paper statement as it will need to be switched by the primary account holder.
How do I cancel my paper statements and receive only eStatements?
All members are set up to automatically receive eStatements in online banking. You can stop paper statements from being mailed to you by changing your preference in online banking. Simply log in to online banking and follow these simple steps:
- In the left navigation menu, select My Accounts.
- Within the My Accounts menu items, select Statement Preferences.
- The first screen will show you your membership number.
- Select Next. On the next screen, choose E-Statements only as your statement preference and select Continue.
- The next screen will summarize your preference. Select Confirm to complete the process.
Depending on timing of completing these steps, you may still receive one more paper statement mailing after cancelling paper statements.
Where can I find my eStatement?
Your eStatement can be found by logging in to online banking and following these simple steps:
- In the left navigation menu, select My Accounts.
- Within the My Accounts menu items, select View eStatements.
- The e-Statements screen will appear and you can select the year from which you would like to view a statement.
- After you choose the specific year, e.g. 2021, each month for which a statement is available will appear for you to select from.
- Select the month you want to open a PDF of that month’s statement.
Wire transfers
How do I send a wire transfer?
To send a wire transfer, visit a branch with the following information about the recipient's account:
- Recipient name and full address
- Recipient account number or IBAN (international bank account number) (if applicable)
- Financial institution name and address
- Swift Code and/or ABA Number (routing number)
- Intermediary financial institution (if applicable)
A wire transfer takes approximately three to five business days to be processed. For rates and fees, please refer to the personal banking fees page.
How do I receive an international wire transfer to my account?
The person sending the wire transfer to your Creative Arts Financial account must provide the following information to their financial institution:
- Your name (account holder) and full address
- Your account number
- Your branch transit number and full branch address
- FirstOntario Credit Union's institution number: 828
- Applicable SWIFT code(s) and intermediary financial institution (see below for additional details)
If the account, name or address listed on the incoming wire transfer does not match exactly to your Creative Arts Financial profile, funds may be returned to the sender.
Once a wire payment has been sent from another financial institution, it takes three to five business days until Creative Arts Financial receives the funds. Timing depends on the currency sent, where the sending financial institution is geographically located, and how many intermediary banks the sending financial institution needed to use for the transfer.
In addition, you will need to provide the sender with the following information:
| Additional Details | |
|---|---|
| SWIFT BIC | CUCXCATTVAN |
| Financial Institution | Central 1 Credit Union |
| Address | 1441 Creekside Drive, Vancouver BC, V6J 4S7 Canada |
For all international wires (not including U.S.), funds will be posted in Canadian funds.
Please note there may be additional foreign exchange fees. For rates and fees, please refer to the personal banking fees page.
How do I receive a Canadian wire transfer to my account?
The person sending the wire transfer to your Creative Arts Financial account must provide the following information to their financial institution:
- Your name (account holder) and full address
- Your account number
- Your branch transit number and full branch address
- FirstOntario Credit Union's institution number: 828
- Applicable SWIFT code(s) and intermediary financial institution (see below for additional details)
If the account, name or address listed on the incoming wire transfer does not match exactly to your Creative Arts Financial profile, funds may be returned to the sender.
Once a wire payment has been sent from another financial institution, it takes three to five business days until Creative Arts Financial receives the funds. Timing depends on the currency sent, where the sending financial institution is geographically located, and how many intermediary banks the sending financial institution needed to use for the transfer.
In addition, you will need to provide the sender with the following information:
| Additional Details | |
|---|---|
| SWIFT BIC | CUCXCATTVAN |
| Financial Institution | Central 1 Credit Union |
| Address | 1441 Creekside Drive, Vancouver BC, V6J 4S7 Canada |
Please note there may be additional foreign exchange fees. For rates and fees, please refer to the personal banking fees page.
How do I receive a U.S. wire transfer to my account?
The person sending the wire transfer to your Creative Arts Financial account must provide the following information to their financial institution:
- Your name (account holder) and full address
- Your account number
- Your branch transit number and full branch address
- FirstOntario Credit Union's institution number: 828
- Applicable SWIFT code(s) and intermediary financial institution (see below for additional details)
If the account, name or address listed on the incoming wire transfer does not match exactly to your Creative Arts Financial profile, funds may be returned to the sender.
Once a wire payment has been sent from another financial institution, it takes three to five business days until Creative Arts Financial receives the funds. Timing depends on the currency sent, where the sending financial institution is geographically located, and how many intermediary banks the sending financial institution needed to use for the transfer.
In addition, you will need to provide the sender with the following information including our U.S. correspondent/intermediary bank:
| Pay Direct to | |
|---|---|
| SWIFT BIC | CITIUS33XXX |
| ABA# | 021000089 |
| Financial Institution | Citibank N.A. |
| Address | New York, USA |
| Beneficiary Bank | |
| SWIFT BIC | CUCXCATTVAN |
| Financial Institution | Central 1 Credit Union |
| Citibank Account No. | 36371006 |
If you hold a U.S. dollar account with Creative Arts Financial, ensure you provide the correct account for the currency you wish to receive. If Creative Arts Financial receives the wire payment in a currency that is different from the currency of your deposit account listed on the wire payment, the funds will be converted to the currency of your account.
Please note there may be additional foreign exchange fees. For rates and fees, please refer to the personal banking fees page.
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