What will I need to get started?

To access CIBC Online Banking, you must have the following:

• Your Convenience Card with a bank account attached to it or a CIBC VISA card for which you are the primary cardholder
• A browser supported by CIBC Online Banking. Learn more

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Can I see how Online Banking works before I use it?

Yes, you can access a CIBC Online Banking demo. This demo allows you to interact online just as you would if you were a CIBC Online Banking customer. The transactions you make during the demo are for demonstration purposes only and will not affect your accounts.

There are three demos available: Personal Banking, CIBC VISA and Small Business. View demo

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Will I have 24/7 access to Online Banking?

Except during scheduled maintenance periods, you can access CIBC Online Banking 24 hours a day, 7 days a week.

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What accounts can I access using Online Banking?

Upon signing in to Online Banking, the "My Accounts" page will immediately display a list of your CIBC accounts. Your accounts may include: bank accounts, credit card accounts, loans, mortgages and investment accounts including RRSPs.

Loan and mortgage balances are not available online if you sign on with a Small Business bank card. Loan guarantors and co-borrowers of loans can't view the account information.

Group Staff RSP accounts are not accessible through this feature. Only the registered contributor can view a spousal RSP.

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When is my account information updated?

RSP (Retirement Savings Plan), RIF (Registered Income Fund) and LIF (Life Income Fund) balances are as of previous month-end. Balances are updated two weeks after month-end.

GIC balances are as of previous month-end and do not include accrued interest. Balances are updated two weeks after month-end.

Your loan balance is the current balance, but accrued interest and other fees are not included in the balance.

Your student loan balance displayed is the principal balance as of previous month-end, not the current balance. Balances are updated in the third week after month-end. Accrued interest and other fees are not included in the balance.

CIBC mutual fund accounts display the total balance of individual Canadian dollar funds held in your account. If you hold U.S. dollar funds in your mutual funds account, that balance is displayed separately in U.S. dollars. The total market value is that at close of previous valuation date.

Balances for Corporate, Informal Trust, Formal Trust, and Estate accounts are as of the end of the previous business day.

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Which transactions can I conduct through Online Banking?

Through Online Banking, you can:

• View balances and available funds for your CIBC accounts
• Register and pay bills
• Transfer funds between your CIBC accounts
• Download your account transactions to a financial management software program
• Register for E-bills and receive electronic bills instead of paper copies
• Send and receive Email Money Transfers (this service is not available to Small Business and VISA only customers)

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What are the Online Banking fees?

There are no activation charges or monthly access fees associated with CIBC Online Banking. The service fee incurred for everyday banking (online, using telephone banking or at a branch) depends on the type of account you hold, the service package you've subscribed to (if any) and the balance maintained.

All account inquiries are unlimited and free of charge.

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How do I register a replacement Convenience Card?

If you received your Convenience Card by mail, please call Telephone Banking to register the Convenience Card for Telephone Banking and Online Banking. The password you choose for Telephone Banking will be your temporary password to access Online Banking. To reach a representative at Telephone Banking, please call 1-800-465-2422. Assistance is available 24 hours a day, seven days a week.

If you received your Convenience Card at a branch, your information should have been transferred over and you can sign on to Online Banking using your previous Online Banking password. If you require assistance, please call the number above.

Your bills or extended accounts (previously programmed on your old card) should automatically have been transferred to your new Convenience Card. If this has not already been done, please ask a Telephone Banking representative to do so.

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I am having difficulties signing on, what can I do?

If you recently reset your Telephone Banking password, sign on to Online Banking using your Telephone Banking password as a temporary password.

If you received a replacement Convenience Card by mail or at a branch, please go to Question #1.

If none of the above scenarios apply to you, please re-try the sign on process and ensure that:

• You have the Num Lock turned on if you are using the keypad to enter your Convenience Card number
• You enter the password exactly as it was originally chosen (passwords are case-sensitive)
• You have the Caps Lock turned off

If you continue to experience difficulties, please call CIBC Online Banking Customer Support at 1-888-872-2422. Assistance is available 24 hours a day, seven days a week.

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How do I cancel my CIBC Online Banking access?

No steps are required to cancel your access to CIBC Online Banking. Simply do not use the service. If you have concerns or questions about our online service, please write or call CIBC Online Banking Customer Support at 1-888-872-2422.

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How do I change my CIBC Online Banking password?

To change your CIBC Online Banking password:

1. Sign in to Online Banking and click the "Customer Services" link in the left navigation.
2. Click the "Change your password" link, which is under "Edit Your Information".
3. The "Change Password" page will pre-populate with your Convenience Card number.
4. Type in your current CIBC Online Banking password and click a new 6-12 number/character password.
5. Re-enter the new password and then click the "Save Changes" button.
6. A confirmation page will then indicate whether the change was successful.
7. If you have any questions or difficulties changing your password, please call Online Banking Customer Support at 1-888-872-2422. A Customer Representative is available 24 hours a day, 7 days a week.

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If I change my password on CIBC Online Banking, will this change affect my PIN or Telephone Banking password?

Your password change applies only to CIBC Online Banking and does not affect your PIN or Telephone Banking password.

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Why should I change my password regularly?

We recommend that you change your password often to help prevent anyone from accessing your bank information. If using a publicly accessed computer such as an Internet café or public library, change your password using either Telephone Banking or a trusted computer as soon as possible afterwards. Publicly accessed computers may have spyware that can record your password.

Telephone Banking:

• Within Canada and U.S.: 1-800-465-2422 (toll free)
• Select countries outside Canada and U.S.: 800-872-2422
  • To use this number, dial the international calling code of the country from which you're calling (e.g., 011), then the toll free number, followed by 1
• All other countries outside Canada and the U.S.: 1-902-420-2422 (collect calls accepted)

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I have forgotten my password/ my password has been suspended, what should I do?

If you have forgotten your Online Banking password or have been locked out (3 unsuccessful attempts at logging in), and you have set up personal verification questions and answers, you can reset your password online. To do so:

1. Go to cibc.com/onlinebanking
2. Enter your Convenience Card number
3. Select the "Forgot your password" link
4. On the "Forgot Your Password" page, answer each of the 2 personal verification questions, and select "Next"
5. Set up your new Online Banking password - this password can be letters or numbers or both, and is case-sensitive
6. Enter your password again and select "Next"
7. You will be taken to a confirmation screen select "Next" to continue and do your banking

If you haven't set up any personal verification questions and answers, or if you have forgotten your answers, please call a representative at 1-888-872-2422. The representative will clear your old password and enable you to re-register for Online Banking with a temporary password. Assistance is available 24 hours a day, 7 days a week. If you're calling from abroad, the number is 1-902-420-2422 (collect calls are accepted), or toll free from select countries, 800-872-2422. To use this number, dial the international calling code of the country from which you're calling (e.g., 011), then the toll free number, followed by 1.

To re-register for Online Banking:

1. Go to www.cibc.com/onlinebanking.
2. Enter your card number and temporary Online Banking password. Click "Sign on".
3. Read the Electronic Access Agreement and select "I Agree" to continue.
4. Following the instructions on the screen, set up two personal verification question and answers.
5. Choose a 6-12 character password and enter it. This password can be letters or numbers or both, and is case-sensitive.
6. Enter the password again and click "Next".
7. You will receive confirmation that you have registered successfully. Click "Start Online Banking" to continue.

If you have difficulties or wish to reset your password by phone, please call the number above.

Setting up personal verification questions and answers will ensure that if you forget your Online Banking password, you will be able to confirm your identity online by answering these questions. You can then set up a new Online Banking password.

If you don't have a Convenience Card but hold a CIBC VISA Card, you must be the primary cardholder and a Canadian resident to access CIBC VISA Online. Please go to the Sign On page at www.cibc.com/onlinebanking and click the link "follow these instructions." You will be directed to the VISA Online Banking Registration page where you will be asked to provide your VISA card details, date of birth and statement information.

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I have forgotten my personal verification answers / I have been locked out of Online Banking, what should I do?

If you've forgotten your personal verification answers and have been locked out of Online Banking, please call Online Banking customer support at 1-888-872-2422. If you don't have a Telephone Banking password, press 0 twice at the start of your call to be connected to a representative. Assistance is available 24 hours a day, 7 days a week. If you're calling from abroad, the number is 1-902-420-2422 (collect calls are accepted), or toll free from select countries, 800-872-2422. To use this number, dial the international calling code of the country from which you're calling (e.g., 011), then the toll free number, followed by 1.

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Why was my future-dated / recurring bill payment information not transferred to my new Convenience Card?

All CIBC Online Banking and Telephone Banking information can be transferred over to your new card (for example, your registered bills, future-dated bill payments, and recurring payments). Normally, your branch makes the change when they issue your new Convenience Card. If this did not happen, please call CIBC Online Banking Customer Support at 1-888-872-2422. Assistance is available 24 hours a day, 7 days a week. A representative can transfer the information for you. If possible, please provide the previous card number for quick reference.

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Can my account be accessed by anyone using my computer?

As long as you maintain the security of your Convenience Card number and password, no one can gain access to your account information through the CIBC Online Banking application. Similarly, no one can gain access to your accounts from a banking machine without your Convenience Card and PIN.

Please be assured that CIBC will not undertake to provide a service that compromises the security and confidentiality of customer information.

Learn more

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What are CIBC's policies regarding my online privacy?

Keeping our customers' information and financial affairs in strict confidence is a cornerstone of CIBC's business. The range of products and services we offer our customers continues to expand, and the technology we use continues to change. But, no matter how our business changes, we'll always protect your privacy. To learn more, read our entire Privacy Policy.

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What is E-bills?

The E-bills service enables you to receive bills and statements from participating companies, through your own E-bills Inbox.

The e-mail notification alerts you by e-mail that a new bill statement or notice has arrived in your E-bills service Inbox. This notification is an option provided by CIBC.

Your E-bills service can be linked to an epost box to provide you with access to bills from additional billers participating in the epost system.

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What is epost and how do I link my E-bills service to epost?

The webdoxs service was acquired by Canada Post in 2004.

epost allows you to receive, view, pay, print and store your bills or other documents online. You can save the bills and other documents delivered by epost for up to 7 years.

You can access your epost box through CIBC Online Banking or directly at www.epost.ca. By using epost, you will be able to receive over 200 distinct documents from over 100 different Canadian businesses.

Your epost box will be linked automatically to your E-bills service when you first subscribe to an epost document through CIBC Online Banking.

For more information about epost, please visit the epost website at wwww.epost.ca or call Customer Service at 1-877-376-1212.

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How do I register for the E-bills service?

To register for E-bills, click the "Register for E-bills" button, and complete the "Register for E-bills" registration form. Then you'll be asked to agree to the Terms and Conditions for E-bills, which will be displayed for you to read.

After verifying that the information you have entered is correct, click the "Register Now" button. Once you are registered, you will receive a "Registration Confirmation Notice."

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How do I register for an epost box?

When you select an E-biller/Mailer that belongs to epost, you will be prompted to register for an epost box. Make sure the radio button beside the sentence "I need an epost box" is selected. Next, you will need to create an epost username and password and select an epost authentication question and answer. This is a 1-time procedure.

The use of your epost box will be subject to terms and conditions for Canada Post, which you must agree to as a part of the registration process. A link to the terms and conditions will be provided as part of the registration process. The terms and conditions are also available at www.epost.ca.

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How do I cancel my E-bills service e-mail notification?

To cancel your notification service, sign on to CIBC Online Banking, select Customer Services and then Site Preferences in the left navigation. Click the E-bills e-mail notification link and then click the radio button to the left of the sentence "I do not want to receive e-mail notification when items arrive in my E-bills service Inbox". Then click the "Save Changes" button to confirm your choice.

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Is there a service charge for using E-bills?

CIBC will not charge you a fee for using E-bills to view your bills. Please note that applicable service charges will apply when you pay your bills via CIBC Online Banking. Please contact CIBC Online Banking Customer Support if you have any queries about bank account service charges. The number is 1-888-872-2422. Assistance is available 24 hours a day, 7 days a week.

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What is Interac® Email Money Transfer and what do I need to use the service?

Email Money Transfer is between two individuals - a sender and a recipient. To send a transfer you must register for Online Banking at a participating financial institution. Almost anyone with an e-mail address and a Canadian dollar bank account at a Canadian financial institution can receive a transfer.

Email Money Transfer is quick and easy to use. You need the following to get started:

• Your e-mail address
• A Canadian dollar bank account at a Canadian financial institution
• Access to Online Banking

To send a transfer, you need to know:

• The recipient's name
• The recipient's e-mail address

To send or receive Email Money Transfers, you must register for this service through Online Banking. Registration is quick and easy:

1. Sign in to Online Banking.
2. From the left-side navigation bar, click "Transfers".
3. From the expanded list, click "Email Money Transfers", followed by "Get Started".
4. Read the "Terms and Conditions for CIBC Email Money Transfer Service" and if you agree, click "I Accept".

5. At the "Set me up" page, provide:

   1. Your e-mail name
   2. Your e-mail address
   
   
6. Click "Continue".
7. At the "Status" page, use the left-side navigation bar to begin the process of sending or receiving Email Money Transfers.

Note: The email address you provide for Email Money Transfers will replace any previous ones offered - even those used for general purposes.

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