FAQ - Frequently asked questions

 

1. How do I activate My Profile online? 

Here are the steps to activate My Profile online: 

1. On the login page, click on SET UP MY ONLINE PROFILE.
2. On the next page Sign up to get started, enter your desired username. Please note that it must be between 8 and 64 characters long and contain no special characters. Next, enter your password and make sure it meets the security criteria: at least one number, between 10 and 25 characters, at least one uppercase letter, at least one lowercase letter and at least one special character.
3. Read and accept the Terms of Service.
4. Click on Create your account.
5. Click on Link it!
6. Enter your activation code and your customer identification number, then click on Continue. 

 

2. When making a payment at a merchant, if the Interac terminal offers me two options, "TPB Interac" and "Mastercard Debit", which should I choose?

If both options are presented to you, you must choose "TPB Interac" option.

 

3. Can I validate my identification with the Verified.Me service (Connection Partner) with UNI (e.g.: My Service Canada or Canada Revenue Agency (CRA) Account?

The Verified.Me service is now available to UNI users. This service allows you to authenticate yourself with the Connection Partner option and access Government of Canada services (e.g.: My Service Canada Account for individuals or My Canada Revenue Agency (CRA) Account for individuals and businesses.

 

4. Why can't I open a savings account with My Profile?
Members and clients need an e-mail address on file to create any product online. You can add your e-mail address in My Profile by clicking on the icon in the top right-hand corner of the screen. Then choose Info, View all, just below your address and phone number, select E-MAIL and click on the pen icon. You can then add your e-mail address.

 

5. Why was my loan payment taken from my account several times instead of once? 

We apologize for the inconvenience caused by our technological transition. Our teams are working to resolve this situation as quickly as possible. Please be assured that any overcharged amounts will be redeposited to your account as soon as possible. If any charges have been incurred because of this situation, these will also be refunded. 

 

6. Why I am not able to see my latest ATM transactions? 

This functionality is not available at this moment. We will keep you informed when you will be able to view your last 10 ATM transactions. Thank you for your understanding. 

 

7. When will my activation code received by mail become invalid? 

If you have not had the chance to activate My Profile online with the activation code received by mail before August 15, you must request another code by calling 1-888-359-1357 or visiting a branch.

 

8. How can I view my account statement online?

You can view your account statement virtually by following the steps below. Note that if your statements are combined, skip to step 8.

1. Log on to My Profile.  
2. Click on Total Assets. 
3. Click Accounts, then on the desired account. 
4. Click on the top right three dots menu, in the desired account's box. 
5. Click on Statement. 
6. Select the statement year. 
7. From the statements’ list, identify the month for which you wish to view the statement and click on View statement.5. Click on Statement. 
8. To view your consolidated account statement by computer, click on your profile icon at the top right of the screen. If you are using your cell phone, your profile icon will be at the top left of the screen.
9. Click on Info. 
10. Click on Consolidated account statements. 
11. Select the statement year. 
12. From the statements’ list, identify the month for which you wish to view the statement and click on View statement. 

 

9. Why did I receive a statement with a $0 balance indicating that my account has been closed?

Rest assured, this is part of the measures taken to transfer your data from Desjardins to UNI. To do this, you had to close your account before you could reopen it at UNI. Your next statement will indicate that your loan has been reopened.

 

10. My deposit or pay has not yet been deposited into my account. What should I do?

Deposits and payrolls are deposited later in the day than usual. Thank you for your understanding.

 

11. What should I do if I have lost my login information for My Profile (Business)?

To retrieve your username and password, you must contact the Client Contact Centre at 1-888-359-1357 or visit a branch.

Complete FAQ:

What should I do if I forget my password? 

• Check out the Business tutorial

 

12. What should I do if I have lost my login information for My Profile (Personal)?

If you have forgotten your username and password, please call the Client Contact Centre at 1-888-359-1357 or visit a branch so that we can reset them for you.

Complete FAQ:

What should I do if I forget my password? 

• Check out the Personal tutorial

 

13. What should I do if I have lost my My Profile login information (Personal)?

To retrieve your identification number or activation code, you must call the Client Contact Centre at 1 888 359-1357 or visit a branch.

Complete FAQ:

How to activate My Profile online?

• Check out the Personal tutorial 

 

14. I lost or had my UNI debit card stolen. What should I do?

If your new UNI debit card is lost, stolen or at risk of misuse, call us at 1-888-359-1357. If you're outside Canada, we accept collect calls.

 

15. Is my new UNI debit card a credit card?

No. Your new debit card is not a credit card. It replaces your existing debit card.

 

16. What do I do if I’ve forgotten my PIN?

To obtain a temporary PIN, visit a branch or call us at 1-888-359-1357.

 

17. I haven’t received my new UNI debit card. What should I do?

Visit a branch or call us at 1-888-359-1357.

 

18. How long does it take for my credit card payment to be charged to my credit card account?

It can take 5 to 6 business days for your credit card payment to be debited from your credit card account. Don't wait until the last minute or until your statement is due to make your payment.

 

19. Will my Interac contacts still be configured, or will I have to re-enter them?

No. Unfortunately, you will have to register with Interac again and add your contacts again.  

Complete FAQ: 

How do I send an Interac e-Transfer?

• Check out the Personal tutorial

• Check out the Business tutorial

 

20. Will my bills still be configured, or will I have to re-enter them?

Your bills will be migrated to our new platform. You will simply need to click the Sync transactions button to view the bills the first time you log in

Complete FAQ: 

How do I add a new bill payee/biller? 

• Check out the Personal tutorial

• Check out the Business tutorial

 

21. I can't find all my billers in my list to pay an invoice. What should I do?

To access your list of billers, you need to click on Sync transactions in My Profile, which will update your list. If the biller is still missing, you will have to add it again if necessary.

 

22. How do I cancel a bill payment?

Bill payments can be cancelled before 11:59 p.m. on the same day. For help cancelling a bill payment after this time, visit a branch or call us at 1-888-359-1357.  

Complete FAQ: 

How to pay a bill/biller? 

• Check out the Personal tutorial

• Check out the Business tutorial

 

23. Can I make a bill payment at the ATM?

Yes, you can make your bill payments at the ATM by clicking on the Electronic payment option.

 

24. How do I pays a bill at an ATM?

Here are the steps to pay your bills:

1. Insert your debit card and enter your PIN.
   Select the Electronic Payment option (if you don't see the Electronic Payment option,
   please click on the Other services option, then choose Electronic payment option).
2. Choose one of the two options: Chequing account or Savings account.
3. Enter your payment amount and press OK.
4. Validate the information on the screen and choose if you want a Receipt or No receipt.
5. Select the account from which you wish to pay the invoice.
6. Select the supplier you wish to pay.
7. Take your card.
8. Take your card and receipt, if applicable.

 

25. How do I make an ATM withdrawal?

Here are the steps to making a withdrawal:

1. Insert your debit card and enter your PIN.
2. Select Fast Cash $60 or Cash Withdrawal.
3. If you chose the Cash Withdrawal option:
   1. Choose one of the two options: Checking account or Savings account.
   2. Use the keypad to enter the amount you wish to withdraw.
4. In both cases, choose if you want a Receipt or No receipt.
5. Take your card and money.
6. Take your receipt, if applicable.

 

26. I want to withdraw an amount other than $60 at the ATM. What should I do?

To withdraw an amount other than $60, click on the Cash withdrawal option. This allows you to withdraw predetermined amounts displayed on the screen, or to enter the desired amount in multiples of $20.

 

27. How can I view my account balance at the ATM?

The Balance Inquiry option allows you to view or print a receipt for the account balance of your choice.

 

28. What should I do if an ATM receipt indicates that the transaction has not been processed?

Do not throw away the receipt. Please refer to an employee during business hours for assistance in completing this transaction.

 

29. How do I recognize my accounts on the ATM?

Only the last 4 digits of your account numbers are visible at the ATM. To recognize your accounts at the ATM, you need to familiarize yourself with your new accounts’ numbers with My Profile.

However, if you do not have access to My Profile, you can call 1-888-852-8416 or visit one of our branches. They will be able to help you.

 

Business government remittances

30. How do I file my quarterly GST/HST return?

Important: You must not use the Billers option, as the information will be incomplete, and your request will be rejected. This may result in late payment and non-payment charges.  

1. Log in to My Profile. 
2. Click on Payment in the blue menu at left.  
3. Click on Government Remittances.   
4. Click on Add a Payee.
5. Hover your mouse over the desired payee (form GST34_TT20-TPS/TVH – Payment only) and choose Details. 
6. On the next screen, click Pay. 
7. Complete the form (see the procedure).  
8. Click on Continue.  
9. Check the details.    
10. Click Confirm.    

Success! You have now completed the task. 

No further action is required—your form and payment have been submitted.

 

31. How can I add a bill payee to pay my HST or income tax? 

1. Log in to My Profile.  
2. In the main menu on the left of the screen, click on Payment, and in the submenu, click on Suppliers.  
3. Click Add Provider.  
4. Find the supplier and Select. 
5. Enter a Nickname and put your account number (the company number or SIN). 
6. Click Continue. 

 

32. How do I remit my HST or income tax? 

If HST or personal tax forms have already been submitted directly to CRA, or through a 3rd party (e.g., an accountant). 

Here are the steps to follow: 

1. Log in to My Profile.  
2. In the main menu on the left of the screen, click on Payment, and in the submenu, click on Suppliers. 
3. Hover your mouse over the desired provider and click Details.  
4. On the next screen, click Pay.  
5. Enter the amount and select the originating account to make the payment.  
6. In the Schedule section, choose the option Once or Recurring.  
7. Validate the information, then click Confirm.  

 

33. How do I remit my HST or government remittance? 

If HST or personal tax forms have not already been submitted directly to CRA, or through a 3rd party (e.g., an accountant). 

 

Here are the steps to follow:

Step 1: Add a payee (HST) 

1. Log in to My Profile.    

2. Click on Payment in the blue menu on the left.    

3. Click Government Remittances.    

4. Click ADD PAYMENT TYPE.  

5. Select a Payment Type Form:  

   - T1191_TT20 - GST/HST - Arrears  

   - RC159_TT20 - GST/HST - Amount owing  

   - GST34_TT20 - GST/HST - Payment only  

   - GST62-1_TT20 - GST/HST - Payment only - Summerside

6. Enter a nickname and account number. (The account number is your business number.)  

7. Click Continue.  

8. Check the details.    

9. Click Confirm.    

 

Step 2: Make a government remittance 

1. Log in to My Profile.  
2. Click on Payment in the blue menu on the left.  
3. Click Government Remittances.  
4. Hover your mouse over the desired provider and click Details.  
5. On the next screen, click Pay.  
6. Select a payment type, then enter a nickname and account number (the account number is your business number). 
7. Click Continue.  
8. Complete the form. 
9. Click Continue. 
10. Check the details and click Confirm. 

Success! You have completed the task. No further action is required – form and payment have been submitted. 

Important: You must not use the Billers option, as the information will be incomplete, and your request will be rejected which may result in late payment and non-payment charges. 

 

34. Will I be reimbursed for penalties incurred with CRA in July 2023 due to a transaction rejected by UNI?

If you received a penalty due to a technical error with your payment, you will be reimbursed. To do so, please e-mail your CRA statement and proof of penalty to uni.reclamation.claim@uni.ca. 

 

35. Are there any changes regarding scheduled government remittances?

Yes, changes were made to the online services. 

 

36. Are my scheduled government remittances be migrated from AccèsD Affaires to My Profile during the transition?

No, scheduled government remittances will not be migrated to the new My Profile online financial and transactional tool. If you were used to scheduling government remittances in advance in AccèsD Affaires, please know that you will need to reschedule your remittances in the new financial and transactional platform. 

 

37. How do I reschedule these remittances in My Profile?

Use the support tools available at www.uni.ca/en/transition or call the Client Contact Centre at 1-888-359-1357. You can also go directly to your branch. 

 

Balance Alerts

38. Why do I receive Balance Drop Alerts? 

The purpose of this alert is to inform you of an account balance below $100 or your line of credit has an available credit balance below the set alert threshold. 

This is to protect the member and client and prevent amounts being debited from the account, resulting in overdrafts and additional charges. These alerts make it possible to act quickly and deposit the necessary funds before any charges are applied, in addition to protecting or improving the credit rating. The Financial Consumer Agency of Canada (FCAC) requires financial institutions to send an electronic alert to inform the account or line of credit holders whenever their available amount falls below $100, or any other amount established by the member and client.  

Note that UNI does not use clickable hyperlinks in its alerts. 

 

39. What is the Insufficient Funds Alert? 

This alert is sent to Business clients if a payment cannot be made due to insufficient funds in a chequing account. 

 

40. Is it normal to receive a Balance Drop Alert if my account is linked to a line of credit? 

Yes, it's normal to receive this alert even if your account is linked to a line of credit. The Balance Drop Alert does not take into account the amount available on the line of credit.   

 

41. How do I update my information to receive these alerts? 

You can update your information in My Profile, at the Customer Contact Center – 1-888-359-1357 - or at one of our branches. 

 

42. Can I deactivate the Balance Drop Alert? 

Yes, it is possible to activate or deactivate this alert for each channel (e.g., mobile application, e-mail or text message) from My Online Profile. If the alert is active, you must keep at least one (1) channel active on your account. 

If the alert is received by text message, you can reply with the word "STOP"; this will only deactivate the text alert.  

If you have more than one chequing account for which you wish to deactivate the alert, please follow the steps below for each account. 

You can also contact our Customer Contact Centre - 1 888 359-1357 - or visit one of our points of service. 

Steps to follow | My Profile 

1. Log in to My Profile.
2. Click the Profile icon at top right (top left on mobile version).
3. Click the "Settings" icon (gear). 
4. Click Alerts.
5. Click Details, to the right of the Balance decrease alert category. You'll see the status of your subscription to this alert.  
6. Click Modify.
7. Click the Activation icon on the right, in the Subscription Status section.
8. Click Continue.

 

43. Can I deactivate the Insufficient Funds Alert? 

This alert can be subscribed to, activated, modified or deactivated through the Customer Contact Centre – 1-888-359-1357 - or at a service location. 

It is also possible for the main account administrator to manage this alert on My Profile: 

Steps to follow | My Profile 

1. Choose Administration in the menu on the left. 
2. Choose Users. 
3. Then open the desired user profile. 
4. Click on Details. 
5. Click on More Actions. 
6. Choose Manage Alerts. 
7. Open the relevant alert panel. 
8. Click on the name of the alert. 
9. Activate/deactivate the alert, select the desired channels and click Continue. 

 

44. Can I change the amount that triggers the Balance Drop Alert? 

Yes, you can increase or decrease the amount that triggers the alert from My Profile online, by calling the Customer Contact Centre at 1-888-359-1357 or at one of our branches. 

Steps to follow | My Profile 

1. Log in to My Profile.
2. Click on the Profile icon at top right (top left on mobile version). 
3. Click the "Settings" icon (gear).
4. Click on Alerts.
5. Move your cursor over the Balance decrease alert category and click on Details.
6. Click on Modify.
7. Optional: In the Channel ID box, click on the arrow and select your preferred methods (personal email, push notification or SMS).
8. Optional: In the Subscription status section, you can activate or deactivate the alert by clicking on the icon. 
9. Optional: In the Amount section, enter the amount for which you wish to receive the alert. Click on Continue.