DIGITAL UPGRADE SUPPORT CENTRE

Usernames must meet the following criteria:

• Between 6–32 alphanumeric characters
• Must include alphabetic letters
• Does not include spaces
• May include numbers or special characters (optional)
• Username must not include the following special characters: /&<>"'*?
• Not more than 3 repeated characters

Passwords must meet the following criteria:

• Between 10–50 characters
• Minimum 1 letter
• Minimum 1 number
• Minimum 1 special character
• Minimum 1 uppercase and 1 lowercase letter
• Not more than two identical characters in a row
• Passwords must not include spaces or the following special characters: / & < > " ' * ?

Most likely it’s because your contact information on file (email and cell phone number) is outdated, incorrect or missing. Please call our Member Advice Centre or visit your nearest branch so we can update your information.

You don't have to use online banking to manage your finances. However, if you choose to bank digitally, you'll need to use the new online banking experience.

Yes, fingerprint or Face ID on supported devices is available on the mobile app, however it is optional. You can choose to sign in using your password instead.

The mobile app currently supports iOS 13 or later for Apple (iOS) devices, and Android 10 or later for Android devices.

There may be a few reasons for this. Please check that your contact details match what Collabria has on file for you. You can call Collabria to verify using the phone number on the back of your credit card. If your contact details aren't the issue, please try again or contact us for help.

Credit card balances are shown at the account level, rather than by individual card. If there is more than one card on your account, such as a primary card and one or more secondary cards, transactions from all cards are combined into a single total balance. Balances associated with closed cards on the account may also be included.

Yes. While there is one combined balance, you can see individual transactions for each card, including which card made each purchase (for example, by the last four digits of the card). Seeing transactions you didn’t personally make is expected and does not mean there’s an issue with your account.

Wise uses the third-party service, Plaid, to allow you to connect your accounts to online banking. Currently, this connection isn't working as expected. As a result, you may be unable to link your Wise account and use the "Add Money" function within the Wise app.

In the meantime, there are alternate ways to transfer funds to your Wise account, as outlined in the "Ways to pay" section of the FAQ on the Wise website. For example, you can set up Wise as a bill payee within online banking, as outlined in the instructions here

The new platform has strong security measures to protect your information and accounts, including two-step verification, enhanced login requirements, improved fraud monitoring and built-in safeguards aligned with accessibility and security standards.

During times of change, scammers may try to appear legitimate by using fake “help” messages or alerts, look-alike websites and our new (or former) brand visuals—and then ask you for your login or account credentials. 

As a member, you have the first opportunity to prevent scammers from obtaining your personal or account information. If you are contacted by phone, email or text in a way that sounds urgent, offers unsolicited help, includes warnings, or asks for login or account credentials (including your password and username), follow this guidance:

• Contact us using our published channels or visit a branch to validate any suspicious calls or messages you receive: 1-888-597-1083, contact@islandsavings.ca. 

• Never share your username, password or login and account credentials—we won’t ask for this information. And don’t provide a One-Time-Passcode code unless verifying a call you've initiated to our Member Advice Centre. 

• Don’t click on any link in an email until you have checked that the email sender is either:
  @islandsavings.ca
  @email.islandsavings.ca
  @trucooperativebank.ca

• Be cautious of look-alike websites with our new (or former) brand visuals. Instead of clicking on links in web searches, type islandsavings.ca directly into your browser and bookmark our official site.

Report any suspicious messages to reportphishing@islandsavings.ca If you suspect you may have clicked on a suspicious link, contact us using our official phone number above.

Take the time now to learn how to identify a potential scammer.

Older devices can pose a security risk when accessing digital banking services. Modern banking apps have advanced security features that rely on up-to-date operating systems and device capabilities. Devices that no longer receive regular software or security updates are more vulnerable to threats, including malware and unauthorized access.

Additionally, older devices often lack the processing power and memory required to run today’s applications effectively. This can lead to performance issues, such as apps not installing, crashing, running slowly or failing to display information correctly.

A one-time passcode is a short, temporary code we send to you to help confirm your identity. It adds an extra layer of protection to your accounts.

We'll only prompt you with a one-time passcode when you're completing a sensitive action or something about the transaction is unusual. If everything looks normal, you may not be prompted for a code. This approach helps to balance security and convenience. Even if you're not asked for a one-time passcode, we're still actively monitoring for risk behind the scenes.

You may notice more prompts if you're new to online banking, while the platform learns your typical login behaviour, when you switch devices or when you take higher risk actions. This helps to protect your account. Saving your device as a preferred device will reduce how often you’ll be prompted for a one-time passcode.

Yes, you can choose to consolidate connected accounts to access personal and business accounts with a single login.

You can set-up account delegates—trusted individuals who can perform functions on your behalf in desktop and mobile banking—and their level of access. An advisor can guide you if you need help but can’t complete this for you.

Some members are currently experiencing issues linking their accounting software to online banking. If this is you, please report the issue to the software vendor. Alternatively, you can download your transactions and manually upload them to your accounting software. This is a quick, simple and reliable solution. It's also the safer option, since direct linking requires sharing your online banking credentials with third-party providers, which introduces security and liability risks.