FAQ - Frequently asked questions

 

1. How do I activate My Profile? 

Here are the steps to activate My Profile online: 

1. On the login page, click on Set up My Online Profile.
2. On the 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. How to view my account statement by account?

Here are the steps to view your account statement by account. 

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
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. 

 

3. 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

 

4. What should I do if I have lost my login information for Mu 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

 

5. 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?

• Check out the Personal tutorial 

 

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

If your 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.

 

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

No. Your new debit card is not a credit card. 

 

8. 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.

 

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

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

 

10. 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.

 

11. How to make an Interac e-Transfer?

• Check out the Personal tutorial

• Check out the Business tutorial

 

12. Will to add a new payer/biller?

• Check out the Personal tutorial

• Check out the Business tutorial

 

13. How to 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.  

 

14. 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.

 

15. How do I pay a bill at an ATM?

Here are the steps to pay a bill:

1. Insert your debit card and enter your PIN.
2. 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).
3. Choose one of the two options: Chequing account or Savings account.
4. Enter your payment amount and press OK.
5. Validate the information on the screen and choose if you want a Receipt or No receipt.
6. Select the account from which you wish to pay the invoice.
7. Select the supplier you wish to pay.
8. Take your card.
9. Take your card and receipt, if applicable.

 

16. 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 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.

 

17. 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.

 

18. 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.

 

19. What if I requested a second code to complete a transaction in My Profile and it does not work?

When you request a second code, the notification may show the old code instead of the most recent one. 

To avoid confusion: 

• Be sure to use the last code you received. 

• Open your text or email application to check which code is the right one. 

This will keep you from entering an expired code and potentially locking your account. 

 

Business government remittances

1. 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.

 

2. 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. 

 

3. 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.  

 

4. 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. 

 

Balance Alerts

1. 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. 

 

2. 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. 

 

3. 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.   

 

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

You can update your information in My Profile, at the Client Contact Centre – 1-888-359-1357 – or at a branch. 

 

5. 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 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 Client Contact Centre – 1-888-359-1357 – or visit one of our branches. 

Here are the steps to follow:

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.

 

6. Can I deactivate the Insufficient Funds Alert? 

This alert can be subscribed to, activated, modified or deactivated through the Client Contact Centre — 1-888-359-1357 — or at a branch. 

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

Here are the steps to follow:

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

 

7. 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, throught the Client Contact Centre — 1-888-359-1357 —  or at a branch. 

Here are the steps to follow:

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.
   Optional:
   - Channel ID box, click on the arrow and select your preferred methods (personal e-mail, push notification or SMS).
   - Subscription status section, activate or deactivate the alert by clicking on the icon. 
   - Amount section, enter the amount for which you wish to receive the alert.
7. Click on Continue.
   

 

8. How do I block an Interac e-Transfer request? 

To block a request, you must go directly to the Preferences management page on the Interac website and follow these steps:  

1. Enter your email address or mobile phone number and click Submit. 

Security tip: If both options are listed on your Interac profile, we suggest doing this for each one.  

2. An email or text message will be sent to you with a link to manage your notification preferences. 

3. Click Click here. 

4. A page will open. To confirm your preference, click Click here again.