 1 - Password and Access code
1.1 My access code has been suspended. Why?
1.2 How do I reactivate a suspended access code?
2 - Account summary
2.1 How do I add an account to my company profile with the Internet Banking Solutions Inc.?
2.2 How can I access my new account with the Internet Banking Solutions Inc.?
3 - Suppliers
3.1 Where can I find the list of suppliers eligible to receive electronic payments?
3.2 How can I add a new supplier who does not appear on the list of eligible suppliers to my client profile?
4 - Payment & Wire Transfer
4.1 I made a payment yesterday, but the funds have not yet been debited from my account. Why?
4.2 I initiated a payment and the system automatically signed the operation. Why?
4.3 How can I modify an initiated payment?
4.4 How can I modify a completed payment?
4.5 How can I delete a payment?
5 - Other questions
5.1 How can I add new users to my company profile?
5.2 Is the balance I see on my line of credit account, the balance available or the balance used?
5.3 How can I print only one section of my account summary?
5.4 Why does the system generate an error message when I try to export my transactions from my account summary on Internet Banking Solutions Inc. to my Quickbooks software?
1 - Password and Access code
1.1 My access code has been suspended. Why?
For security reasons, if you enter an erroneous password three times while attempting to log on to the service, the system will temporarily deactivate your access code.
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1.2 How do I reactivate a suspended access code?
If you are a user with a suspended access code, please refer to your administrator, who will generate a new temporary password through the "Administration" and "User management" menus.
If you are an administrator, please contact customer service at (514) 394-2057 option 3 or 1-800-910-4001 option 3, in order to have your access code reactivated.
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2. Account summary
2.1 How do I add an account to my company profile with the Internet Banking Solutions Inc.?
To add an account to your company profile, you must send us your request with the details of the account by fax at (514) 394-6341.
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2.2 How can I access my new account with the Internet Banking Solutions Inc.?
The new account is recorded in your client profile 24 business hours after receipt of the request at the customer service. In order for you to have access to the new account, your administrator must assign the appropriate access rights to your user profile through the "Administration" and "User management" menus.
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3. Suppliers
3.1 Where can I find the list of suppliers eligible to receive electronic payments?
In the Internet Banking Solutions Inc., the detailed list of private and public suppliers accepting electronic payments is accessed form the "Suppliers & Beneficiaries" consultation screen. To view it select "Operations", "Payments & Wire Transfer", "Suppliers & Beneficiaries" and "Consult".
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3.2 How can I add a new supplier who does not appear on the list of eligible suppliers to my client profile?
To add a generic supplier who does not appear on the list, you must send us by fax at (514) 394-6341 the coordinates (copy of a cancelled check) for the company's bank account where the funds will be deposited.
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4. Payment & Wire Transfer
4.1 I made a payment yesterday, but the funds have not yet been debited from my account. Why?
A payment, which has not been processed, is usually a payment initiated but not yet signed. Always think of initiating a payment as writing a cheque, and signing this payment as putting that same cheque in the mail. Both steps are required to successfully complete a payment.
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4.2 I initiated a payment and the system automatically signed the operation. Why?
When a user is allowed to both initiate and sign a payment, the two steps are done simultaneously.
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4.3 How can I modify an initiated payment?
To modify an initiated payment (not yet signed), you must go to the payment modification screen. Select "Operations", "Payments & Wire Transfer" and "Modify". Choose the desired payment, make the necessary changes and submit your modifications.
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4.4 How can I modify a completed payment?
You cannot modify a payment once it has been completed (fully signed). If the payment is wrong, you may make a stop payment on the transaction. Go to the "Tools & Services" menu; fill out a stop payment request. The request must be sent before 2:00pm (EST) the business day preceding the payment date. This option does not apply to a wire transfer.
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4.5 How can I delete a payment?
Only payments, which have not yet been signed, can be deleted. To delete payments go to the following menus items: "Operations", "Payments & Wire Transfer" and "Delete". Search for the desired payments and make your deletion.
For payments, which have already been signed, you can make a stop payment on them. Go to the "Tools & Services" menu; fill out a stop payment request. The request must be sent before 2:00pm (EST) the business day preceding the payment date. This option does not apply to a wire transfer.
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5. Other questions
5.1 How can I add new users to my company profile?
With the Internet Banking Solutions Inc., only the administrator can add users. If you are the administrator, through the "Administration" option you can create new users and assign their access rights. If you are a user, please refer to your administrator.
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5.2 Is the balance I see on my line of credit account, the balance available or the balance used?
In the account summary of Internet Banking Solutions Inc., the balance you see is the balance used on your line of credit.
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5.3 How can I print only one section of my account summary?
To print a specific section of your account summary, use the search option from the account summary screen to target a date range, type of transaction or amount, and print the results.
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5.4 Why does the system generate an error message when I try to export my transactions from my account summary on Internet Banking Solutions Inc. to my Quickbooks software?
If the system generates an error message it means that your Quickbooks software is not open. To avoid this error message in the future, be sure to open your Quickbooks software prior to using the export function.
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