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Updated Enhanced Security Service Agreement

A section regarding Western Union Money Transfer via INTERAC e-Transfer has been added to our Enhanced Security Service Agreement to support the launch of this new service. Please review the addition below. It can also be found by logging into Online Banking, selecting "Settings", "Security". Under the Enhanced Security Section you can click "Change" to update your Enhanced Security settings where you will find the official version of the service agreement which you must agree to before using Western Union Money Transfer and INTERAC e-Transfer.


Enhanced Security Service Agreement

Personal Access Code (PAC) comprised of 6 - 16 alphanumeric characters assigned to or selected by the Owner and then in conjunction with their credit union ID number keyed by the Owner on telephone, computer or other electronic devices to confirm identity and gain log-in access to interactive financial service sessions via the phone, Internet or other wireless media.


The Owner acknowledges the duty and agrees to keep all electronic signature information secret and confidential (Passwords, PAC, PIN, etc.). Owners will not show or tell them to any other person, not even family members, with the exception of passwords when quoting them to Libro staff when authorizing a transaction by phone or electronic means.


The Owner will not keep a physical record of such information unless it is in a form that cannot be read by others. The Owner agrees not to select or generate easily guessed electronic signature words or codes such as those based on consecutive numbers, the Owner's or family member's address, phone number, birth date, etc. The Owner will take all other reasonable precautions to prevent others from hearing, seeing or otherwise learning the electronic signature information including those times when the Owner is keying the information at an ATM, merchant terminal or computer station or while using the phone.


The Owner specifically acknowledges and agrees that the Owner, and not Libro, will be liable and responsible for any and all losses created by the Owner's failure to maintain this information confidential. The onus is on the Owner to establish that this confidentiality has not been breached. Further, the Owner also agrees that, if he or she has voluntarily provided any electronic signature information to any other person, they have automatically authorized any and all transactions requested by that person using that information and also any and all transactions requested by others to whom the person has communicated the Owner's electronic signature information.


Western Union Money Transfer

"Libro" means Libro Credit Union Limited, and any predecessor Credit Union by way of amalgamation or purchase and sale, and its subsidiaries, assigns, and successors. Where used in a context that limits Libro's liability it also includes its directors, officers, employees, and others for whom Libro is responsible.


"WUC" means Western Union Financial Services (Canada) Inc.


"Western Union Services" means the money transfer service provided by WUC that facilitates the sending or receiving of money transfers through Direct Services to or from WUC and the WUC agent network.


Western Union Services – If the Depositor uses the Western Union Services, the Depositor acknowledges and agrees that:


  1. the Depositor must accept WUC's terms and conditions before authorizing a Transaction using the Western Union Services;
  2. the Account will be debited or credited, as the case may be, as soon as the Depositor authorizes a Transaction;
  3. Libro will not be responsible or liable for any losses or damages incurred as a result of funds held and/or limits set by the Financial Institution, WUC, Acxsys Corporation, or any member of the WUC agent network;
  4. Libro may cancel a Transaction if it has reason to believe that a mistake has occurred or if it believes that the Transaction is a product of unlawful or fraudulent activity;
  5. all disputes will be handled directly between the sender and the recipient, without the participation of Libro or any other party;
  6. your joint Account holders, if any, may see the details of your Western Union Services Transactions;
  7. Libro may refuse to provide Western Union Services for the Depositor; and
  8. Libro will not be liable for any cost, expense, loss, damage, or inconvenience of any nature or kind whatsoever arising as a result of a delay in processing a Transaction or for Transactions claimed by someone other than the intended recipient.

Top 5 FAQs

Why has Online Banking changed?

Libro's previous Online Banking had been around for over a decade and as we all know, online technology has seen many advances over that time span. We're always listening to our Owners and are looking for ways to better serve you. As such, we went on a journey to better understand the service we provide through Online Banking and what we should be working towards.

The new Online Banking stays true, even more than ever, to a really simplified design focused on fast, convenient access to your accounts. We took this opportunity to add in new features and refine existing features and we checked our designs with existing Libro Owners to ensure we were on the right track.

In the end we landed on a solution we think you will really appreciate.

I have a suggestion for Online Banking, who can I share it with?

We'd love to hear your suggestion. Head on over to www.libro.ca/suggestion and share your idea. We promise to write back.

How much does Libro's Online Banking cost?

Libro's Online Banking is included with all accounts at Libro so there is no initial fee and no monthly fee, only your regular transaction fees apply.

How do I send money to another Libro account I'm not joint on?

There are a few ways to accomplish this:

  • Call Libro's Contact Centre at 1-800-361-8222
  • Write us using Secure Message in Online Banking with your transfer request
  • If it's someone you transfer to often, set up an iBank joint

iBank is a feature that allows you to easily deposit and transfer money to other Libro accounts which you don't usually have access to. Here's an example, your daughter is away at school and you regularly send her grocery money. If she sets up iBank access with your account, you can easily deposit money in her account whenever needed, through online and mobile banking or at your Libro branch.

The benefit? You don't need to send an e-Transfer which costs $1.50 and once set up it's extremely easy to send money to those accounts.

So how do you set up iBank access?

The "receiver" (which in our earlier example was your daughter) must grant access to the "sender". This can be done through Secure Message in Online Banking or by contacting your Coach:

  • The "receiver" should specify which account they wish the money to be deposited into.
  • and the "sender's" name and account number which they would like to grant access

You will be happy to know that iBank access only displays the account name to the sender and does not display account balances.

I have a joint account, why can't I share my login?

This online system gives each Owner access to the accounts where that person has full signing authority, regardless of the account number where it is held. By having a separate, confidential Personal Access Code, you are ensuring that you and only you have access to the accounts where you are a signer. Similarly for your partner/spouse, by having their own confidential Personal Access Code, that person will have access to the accounts where they are a signer.

In many cases, these accounts will be the same, but the credit union cannot guarantee that and assigning individual Personal Access Codes is the best way to protect everyone. A typical example would be where one spouse has access to a business account on which the spouse is not a signer or a special savings account to buy the other a wonderful anniversary gift.

Getting started with Online Banking

I've never logged in, how do I get started?

To register for Online Banking please call Libro's Contact Centre at 1-800-361-8222 or your local Libro branch. They will provide you with your Personal Access Code (password) along with instructions on how to get started.

How do I log in?

Where to go

You can find the Online Banking login at the top of libro.ca. Click the blue "log in" button. You will be brought to https://banking.libro.ca. Feel free to add this to your browser's favourites list for future reference.

Logging in

From there you will be asked for your Libro Account Number and your Personal Access Code.

Enhanced Security login

If you have enabled Enhanced Security you will be shown your security image, along with a security caption when being prompted for your Personal Access Code. Look for your personalized image and caption to ensure you're logging into your secure Libro account. Next you will be asked a Personal Verification Question. If this is a trusted computer which you log into often, select "Remember this computer as SECURE" to skip the personal verification question in the future.

Account Setup

The very first time you log in you will be asked to complete the Account Setup process. This is a 3-4 step process to help you personalize your online banking experience. You will be asked to update and confirm your personal information, update or setup Enhanced Security, setup Notifications to help you keep in touch with your account and for business Owners - personalize your business view.

Having difficulties?

Please contact Libro's Contact Centre

Call our Contact Centre at 1-800-361-8222 throughout North America. Talk to a Contact Centre Representative from 8 am to 8 pm Monday to Friday and from 8 am to 4 pm on Saturday.

Why do I get a "password error" when I try to log in online?

There are two likely causes:

1. Your personal access code has auto-filled, is stored, or is remembered by your computer.

Libro security prevents your Personal Access Code from being recognized when it auto-fills. Please enter your Personal Access Code each time you log in. We don't recommend storing your Personal Access Code because:

  • Other users of the same computer may gain access to your account thanks to the stored Personal Access Code
  • If you do change your Personal Access Code online, the stored Personal Access Code does not get automatically changed and will fail on your next attempted use
  • Not using your Personal Access Code regularly means it's more likely you will forget it

2. Caps lock or number lock is turned on/off, resulting in an incorrect Personal Access Code being entered.

Upper case and lower case letters make a difference in your Personal Access Code. For example, "A" is seen as a different character than "a". Check your keyboard to be certain you are entering the correct characters.

It's also a good idea to regularly change your online banking Personal Access Code. Your Personal Access Code can be between six and 16 alphanumeric characters long. If you need to reset your Personal Access Code, or you have forgotten your account number, please contact your branch or our Contact Centre at 1-800-361-8222.

We recommend you turn off the auto-complete feature on your browser.

QuickBooks 2014: I'm getting an unsupported browser error. What can I do?

The problem: When trying to download a webconnect file (.QBO) from your Libro account, using the QuickBooks embedded browser, you see a message saying that you are using an unsupported browser, even if you are using a new version of Microsoft's Internet Explorer.

QuickBook's software uses an unsupported browser version (Internet Explorer 7) which they are aware of and working to fix. To get around this issue for the short term, visit Libro's Online Banking outside of QuickBooks to download transactions for import.

Here is how you can download your transactions:

  1. Log into you Libro account
  2. Click on the account you wish to download your data from
  3. Click the download button in the top right of the account details page
  4. Select your date range
  5. Click the QuickBooks file type to complete your download

You can then import your transactions to QuickBooks:

  1. Click the File menu, select Utilities, select Import, then click Web Connect Files.
  2. Find and select the file you downloaded from your bank.
  3. Follow the instructions to continue importing your bank transactions.

Security and Browsers

What is Enhanced Security?

Enhanced Security is an opt-in service to further protect yourself from fraudulent websites. Setup a personalized image and a unique caption to help identify the account as yours when you log in.

Enhanced Security is required to use Interac's e-Transfer service.

How do I know if your site is secure?

Libro has made sure that your transactions are sent securely over the Internet. Read on to learn how Enhanced Security, TLS & SSL, firewalls and cookies keep your information safe.

Enhanced Security

Enhanced Security further protects your personal financial information by adding steps to log into Online Banking. It involves choosing a picture and a phrase you will always see when you login to Online Banking. Additional security questions you choose and answer mean nobody else can login to your account. You can set your home computer as "SECURE" to skip the additional questions when you login from home. Enhanced Security is a requirement if you wish to use Interac e-Transfer® to email money to your friends or family.

TLS 1.2 (Transport Layer Security)

This is an entire suite of the latest encryption methods - created to replace the older technology of SSL 2.0 and SSL 3.0 (Secure Sockets Layer) - that protects all communications between your computer and the internet. TLS 1.2 uses the latest and most advanced mathematical methods to scramble the messages sent and received by your computer in a way that is functionally impossible for hackers to reverse. These encryption suites are industry leaders and are considered to be the strongest protection currently available. All of the latest browsers which Libro’s online banking supports, support TLS 1.2.

Firewalls

These are barriers between the Internet and an organization's private, internal network that prevents "hackers" from gaining access to resources and data within the network. Our firewall monitors the communication and requests sent to our Web server and ensures that external audiences are kept out of our network - and your information.

Cookies

A cookie is an information packet that is sent back and forth from your computer to a Web server. During your Online Banking session, your encrypted cookie lets us identify you and your banking information. The cookies have an expiry time of 20 minutes; if there is no activity from your computer 20 minutes after you have logged on to Online Banking, your session will end. You will have to login again if you wish to perform any Online Banking transactions.

What you can do to keep your computer & accounts secure

  • If you are a Windows user, make sure you:
    • Ensure you have an operating system more recent than Windows XP as Microsoft has stopped supporting older version, meaning they are note surcure operating systems.
    • Complete all outstanding Windows updates.
    • Run current and up to date Anti-Virus software.
    • Run current and up to date Anti-Spyware software.
  • Be vigilant of all email - never respond or click on any links if you're suspicious of the email's origin
  • Keep your Online Banking Personal Access Code private
  • Properly log off and exit out of Online Banking and your browser if you leave your computer during or after a session

How do I clear my cache/browser data?

Cache files are from web sites you have visited that are stored on your computer. The good thing about cache files is they sometimes allow for a faster download because the page or image is already on your computer, but they can take up room on your computer and depending on how much you surf and how often (or not) you delete the files, they can take up a lot of room!

If you have tried to access the online banking site during server upgrades and you encountered an error message, that screen may be stored in your cache and prevent you from successfully logging in. The brief steps below outline how to clear the cache on your machine. If you still cannot access online banking after clearing your cache, please contact our Contact Centre.

How do I disable compatibility mode in Internet Explorer?

  • Makes sure you have Internet Explorer open.
  • Tap or click the Tools button (shortcut Alt-T) at the very top of Internet Explorer and select Compatibility View settings.
  • If you see libro.cain the list of websites added for compatibility, please highlight it and click the remove button.
  • And that should be it. You should be able to proceed to log in from there.

Is my Personal Access Code/Password strong enough?

Here are some tips to ensure you have a strong password:

  • Use a unique password for all of your important accounts.
  • Change your password often.
  • Use a mix of upper and lowercase letters, numbers and symbols in your password.
  • Keep your password secure and private.
  • Don't use personal information that others might guess like your birthday or pet's name.
  • Use more than the minimum of 6 characters required.
  • Enable Enhanced Security for an extra level of security.

Accounts

About account balances

Online banking allows you to view your up-to-date account balances. Please remember your account balance may change during the day as cheques clear, automatic debits are processed, etc. Your account balances are displayed as your available balance - this means your available line of credit will be added to the balance.

How can I download my account transactions?

If you're looking to download information from your account, head on over to the Accounts tab, select the account you wish to inquire about, and locate the download button which is located directly under your profile photo (it looks like a down arrown). Follow a few simple steps and select your preferred format to start your download.

Export all of your account activity from one place by accessing "Documents" under your Owner Menu. For those looking to download transactions from multiple accounts – this is a great spot to efficiently download all your data in one convenient location. Currently we support Intuit Quicken and Quickbooks, Simply Accounting and Excel (Comma Delimited).

Bills

How do I register a bill payee/vendor/merchant?

If you have already registered bills for payment with Libro, they will be accessible through online banking. If you would like to add a merchant or vendor, you may register your new bills by calling our Contact Centre or through Online Banking under Bills by clicking Manage Payees.

  • Here you can edit or delete existing merchants, add new ones along with add nicknames to help differentiate similar payments.
  • When adding a new payee, start typing in the name and it will provide a short list of merchants. Please make sure to double check your account number before adding it to the system.
  • To remove a merchant, hover over the merchant name in your list of existing merchants and select the trash can to the right of it. A confirmation message will appear for your approval.
  • It's important to note that some merchants are high-risk and may require review from our Contact Centre. We flag payees such as pre-paid credit cards as high risk as these are the main targets for fraudsters.

How do I pay a bill?

To visually walk through paying a bill, select Tour under the main drop down menu within Online Banking and select Bills.

To pay a bill, first select Bills on the top menu within online banking:

  1. In the From field select which account you wish to pay your bill from.
  2. Select which bill you would like to pay using the Payee field.
  3. Automatically we set the bill to be paid today, if you wish to pay your bill in the future - select the calendar icon and select which day you wish to pay your bill on.
  4. Next enter your amount by clicking the Amount field.
  5. In the blue field you can leave a comment for yourself and/or select whether it is a one time or recurring payment.
  6. Once you are ready, select Pay and you're done.

Please be advised that funds must be available in your account on the day of processing or the bill payment will not be processed. Libro assumes no liability for payment to vendors when funds are not available. Remember to allow two business days for the transactions to be processed.

Can I set up future dated and recurring bill payments?

Yes.

You can add bill payment transactions in advance and you can set them to occur at a regular set date. Check your pending transactions by clicking on "Bills" and scrolling down to "Pending Bills". You can also check what account the funds will be drawn from and delete or edit your payments.

Please be advised that funds must be available in your account on the day of processing or the bill payment will not be processed. Libro assumes no liability for payment to vendors when funds are not available.

Can I delete or edit bill payments?

Pending payments can be deleted and edited.

Hover over your pending payment and select the pencil icon on the right side to enable editing. Once you have completed your edits select Done.

Please be advised that funds must be available in your account on the day of processing or the bill payment will not be processed. Libro assumes no liability for payment to vendors when funds are not available. Remember to allow two business days for the transactions to be processed.

Am I able to send U.S. Dollar Bill Payments?

No, at this time we are unable to process U.S. Dollar Bill Payments.

Transfers

How do I transfer my money?

To visually walk through moving your money, select Tour under the main drop down menu within Online Banking and select Transfers.

To make a transfer, first select Transfers on the top menu within online banking:

  1. In the From field select which account you would like to move the money out of.
  2. Select which account you would like to move the money into using the To field.
  3. Automatically we set the transfer to occur today, if you wish to move your money in the future - select the calendar icon and select which day you wish the transaction to take place on.
  4. Next enter your amount by clicking the Amount field.
  5. In the blue field you can leave a comment for yourself and/or select whether it is a one time or recurring payment.
  6. Once you are ready, select Transfer and you're done.

Can I set up future dated and recurring transfers?

Yes.

You can set transfers to occur in the future and/or you can set them to repeat at a regular set date. Check your pending transactions by clicking on "Transfers" at the top of Online Banking and scrolling down to "Pending Transfers". You can also check what account the funds will be drawn from and delete or edit your transfer.

Please be advised that funds must be available in your account on the day of processing or the transfer will not be processed. Libro assumes no liability for payments when funds are not available.

Can I delete or edit transfers?

Pending transfers can be deleted and edited.

Hover over your pending transfer and select the pencil icon on the right side to enable editing. Once you have completed your edits select Done.

Interac e-Transfer®

What is Interac e-Transfer®?

An Interac e-Transfer® is a fast, secure and convenient way to send money to anyone in Canada from within the security of your Libro online and mobile banking. It uses email or text messaging for fast notification to the recipient that a transfer has been sent, while the participating financial institutions transfer the funds using established and secure banking procedures.

To send an Interac e-Transfer®, all you need is the email address or mobile phone number of the person you want to transfer funds to and access to online or mobile banking with Enhanced Security. Email and text messages carry the notification while the financial institutions use existing payment networks to transfer the money to nearly any financial institution in Canada.

What do I need in order to send my friend an Interac e-Transfer®?

All you need is their email address or mobile phone number and to make sure they have an account at a financial institution that supports Interac e-Transfer®. You do not need to know their account number or other private information.

If your friend does not bank with a participating financial institution, the friend must provide accurate instructions to CertaPay, including their transit and account number. The electronic funds transfer will take four to six business days and a $4.00 service fee will be deducted from the deposit amount by CertaPay. This can be done via a link in the email they will receive with the Interac e-Transfer® notification.

How do I send an Interac e-Transfer®?

icon for <em>Interac</em> e-Transfer<sup>®</sup>

To send an Interac e-Transfer®, sign into Online Banking, select “Transfers” on the top menu and get started by pressing the Interac e-Transfer® button that appears at the top of the Transfers page:

Once you’re on the Interac e-Transfer® application, fill out the “Send Interac e-Transfer®” form by selecting:

  1. Transfer To: Select a recipient for the e-Transfer®. If you have not set up any recipients you will need to “Add a New Recipient” which requires the recipient’s name, email and/or mobile phone number along with a private security question which only you and the recipient know the answer to.
  2. Send By: You can send your e-Transfer® to your recipient via “Mobile Phone” (text message) and/or “Email”. This will send a notice to the recipient through your selected medium with instructions on how to receive the transfer.
  3. Transfer From: Here you select which of your Libro accounts you would like to send the transfer from.
  4. Amount: How much you would like to send to your recipient.
  5. Message: You can send a personal note along with your e-Transfer for your recipient to read.
  6. Once you are satisfied with the information above, select “Send Transfer”.
  7. You will then be presented a confirmation screen which shows all the information you filled out in the first screen, along with the service charge ($1.50) and a reminder of what your Security Question will be for this recipient. (The Security Question is set up when you register a new recipient and is used to ensure only the intended recipient receives the money).
  8. Select “Confirm” once you are satisfied or “Edit” / “Cancel” if you want to change or cancel the transaction.

And that’s it. The money will immediately come out of your account and be held by Interac until the recipient claims the transaction.

How does my friend receive an Interac e-Transfer®?

When you send an Interac e-Transfer® through online banking, an email or text message will be sent to your friend notifying them you have sent an Interac e-Transfer®. To accept, they click on a link in the email and answer the security question you have previously set up with them. Ensure your receiver knows the answer to the question.

If your friend does not bank with a participating financial institution, the friend must provide accurate instructions to CertaPay, including their transit and account number. The electronic funds transfer will take four to six business days and a $4.00 service fee will be deducted from the deposit amount by CertaPay. This can be done via a link in the email they receive with the Interac e-Transfer® notification.

How do I receive an Interac e-Transfer®?

To receive an Interac e-Transfer® you must have an active Online Banking account with Libro.

When someone sends you an Interac e-Transfer®, you will receive a notification via email or text message indicating a transfer has been sent to you. The notification includes information about the transfer including:

  • Sender's name
  • Transfer amount
  • The notification also includes a link to deposit your transfer to your bank account

Simply click the link in the notification, select Libro Credit Union, login to Online or Mobile Banking and deposit the money into the account of your choice. If you cannot click on the link, either cut and paste or type the link into your browser.

If you don't have access to Online or Mobile Banking, contact Libro to sign up.

Are there limits on Interac e-Transfers®?

Yes, the maximum is $3,000 in a 24 hour period. The weekly maximum is $10,000 and the monthly maximum is $15,000. These limits are all per online banking logged in account, i.e. each joint owner of an account has their own limits.

The incoming transfer limits are $10,000 per transaction, $10,000 per day, $25,000 per week, and $50,000 per month.

What if I want to cancel an Interac e-Transfer®?

Interac e-Transfer®s can be cancelled as long as they havent been accepted by the receiver. The funds will be returned to your account. The service charge will not be refunded.

When will the funds be taken from my account?

When you send an Interac e-Transfer® the funds will be taken from your account immediately.

Do Interac e-Transfer®s expire?

Yes, Interac e-Transfer®s expire after 30 days. If the receiver has not accepted the transfer you will receive an email requesting you to redeposit the funds by clicking on the included link.

Is Interac e-Transfer® secure?

Yes, Interac e-Transfer® is safe and secure.

Remember to keep your online banking password information private. To use Interac e-Transfer®, you must have Enhanced Security set up on your online banking profile. It is essential to learn what measures Libro takes to ensure the security of online banking and what you should do to keep your home computer safe and avoid becoming a victim of fraud.

Libro will never send you an email with a direct link that asks for passwords, account numbers, personal information, or request you to send an Interac® Email Money Transfer.

If you receive an email that appears to have been sent by Libro that makes you suspicious, do not reply, and do not select or click on any links. Please also advise your branch or our Contact Centre immediately.

To avoid phishing, be sure to use the Enhanced Security features through online banking and never disclose your banking information to anyone. When making online purchases, make sure the site is secure and learn as much as possible about the seller and the item before sending payment through an email money transfer.

The best way to protect your computer and your personal information is to inform yourself and remain vigilant.

Interac e-Transfer® is not sending money by email; only the notification travels over the internet to advise the recipient that the transfer has been initiated and to provide instructions on how to deposit the money. The money always resides safely at a financial institution, and is transferred through existing payment networks that financial institutions have used for years to settle cheques, bank machine deposits and withdrawals.

Security measures have been built into the system, including:

  • Encryption technology
  • Confidential user IDs and passwords issued by financial institutions
  • Secure login process
  • A security question and answer to ensure only the intended recipient receives the money
  • TLS 1.2 browser encryption

    What is the cost to send an Interac e-Transfer®?

    The cost is $1.50 per transfer. This is a surcharge at the time of transaction, and is in addition to regular transaction (withdrawal) or monthly package fees.

    Is there a charge to accept an Interac e-Transfer®?

    No, there is no charge to accept an Interac e-Transfer®.

    Will I be charged if I send an Interac e-Transfer® to another Libro Owner?

    Yes, a charge of $1.50 applies to all Interac e-Transfer®s. To transfer funds to another Libro Owner at no cost, you can set up an ibank joint or send an an online banking secure message to Libro to perform the transfer. Talk to your Coach or the Contact Centre at 1-800-361-8222 for more details.

    Western Union® Money Transfers via Interac e-Transfer®

    What is Western Union Money Transfer?

    Western Union® Money Transfers via Interac e-Transfer® allows Owners to send money internationally using the Interac e-Transfer® to 500,000 Western Union® Agent locations in over 200 countries and territories through the convenience of Libro's Online Banking. Accessible through Libro's Online Banking, this product offers a convenient alternative to wires, drafts, and cheques. Once the transaction is sent from Online Banking, the receiver is able to pick-up the funds within 30 minutes at a Western Union® Agent location of their choice.

    When Owners send money using this service, the recipient's financial institution or account information is not required. Recipients pick up the funds in cash at their selected Western Union® Agent location.

    What are the limits for Western Union® Money Transfers via Interac e-Transfer®?

    • Per Transaction Maximum Value: $999.99
    • Daily Maximum Value: $999.99
    • Weekly Maximum Value: $2,999.93
    • Monthly Maximum Value: $6,999.97

    What is the cost of a Western Union® Money Transfer via Interac e-Transfer®?

    A fixed fee of $9.00 plus a variable fee of 1% of the principal amount will be charged at the initiation of sending a transfer. The fee is quoted during the transaction by Western Union® and will be included in the transaction amount on your statement.

    When will the funds be taken from my account?

    When you send a Western Union® Money Transfer via Interac e-Transfer®, the funds will be taken from your account immediately.

    Can I cancel a Western Union® Money Transfer via Interac e-Transfer®?

    Western Union® Money Transfers via Interac e-Transfer® can be cancelled as long as they have not been accepted by the receiver. The funds will be returned to your account. The service charge will not be refunded.

    Deposit Anywhere™

    What is Deposit Anywhere™?

    Deposit Anywhere™ is Libro's Mobile Cheque Deposit feature that allows you to deposit your cheques into your Libro account using Libro's Mobile Banking app on your Mobile phone.

    Is Deposit Anywhere™ secure?

    Yes. With Deposit Anywhere™ there are no additional security concerns beyond those currently associated with physical cheque deposits. Additionally, Deposit Anywhere™ meets the same high standards as Libro's mobile and online banking services.

    You also have an important role to play in the security of Deposit Anywhere™. In order to protect you and Libro, we need to ensure you carefully read through the Deposit Anywhere™ service agreement. You will see this during your first use of the service. Once you fully understand your role and only if you agree with the contents of the service agreement, please select “I agree with these terms of use” and “Confirm” in order to proceed to deposit your first cheque. You will not be presented with this agreement again but it can be made available at any time upon request.

    How do I sign up for Deposit Anywhere™?

    Deposit Anywhere™ is only available through Libro's Mobile Banking app which can be downloaded through Android Play™, the iPhone App Store or BlackBerry® World®.

    You can then see if Deposit Anywhere™ is currently available by signing into your Libro account through your Libro Mobile Banking app and clicking on “More”. If you do not see the option, “Deposit Anywhere™ - Cheque Deposit” you can call your Libro branch or Libro's Contact Centre to request access to the feature.

    Will Deposit Anywhere™ work on my device?

    Deposit Anywhere™ is compatible with the following smartphone operating systems (OS):

    • iPhone
    • Android
    • Blackberry

    What do I do with the cheque after I complete my deposit?

    1. Once your cheque is successfully deposited through Deposit Anywhere™, please write “Deposited via mobile” on the back of your cheque.
    2. Please hold on to your cheque for 15 days after your deposit just in case Libro has any questions regarding the deposit.
    3. After those 15 days, please safely tear up and dispose of your cheque.

    How long until the money shows up into my account?

    Your funds will show up immediately into the account which you made the deposit to. Your deposit may be subject to holds as follows."

    Holds: A standard one-business-day hold will be applied to all cheques deposited through Deposit Anywhere, after which holds on your funds will be the same as if you had completed your cheque deposit at an ATM.

    Limits: All Owners eligible to use Deposit Anywhere will have the ability to access $300 cash back. The remaining funds are subject to the holds as described above.

    Are there any holds or limits on Deposit Anywhere™?

    Holds: A standard one-business-day hold will be applied to all cheques deposited through Deposit Anywhere, after which holds on your funds will be the same as if you had completed your cheque deposit at an ATM.

    Limits: All Owners eligible to use Deposit Anywhere will have the ability to access $300 cash back. The remaining funds are subject to the holds as described above.

    Will I need to pay a fee in order to use Deposit Anywhere™?

    There will be no fees when depositing a cheque using Deposit Anywhere to your personal chequing and savings accounts.

    For business accounts, deposited cheques made through Deposit Anywhere™ count as an included transaction in your monthly package. Standard fees per transaction apply to cheques deposited through Deposit Anywhere™ for any deposits over and above your included transactions.

    Do I need Enhanced Security for Deposit Anywhere™?

    Not currently, though Libro does recommend that all Owners leverage Enhanced Security to ensure your account is properly protected and as such we will be moving towards making Enhanced Security (or some form of it) mandatory at some point in the future.

    Your Owner Menu

    What is my Owner Menu?

    Your Owner Menu can be found by clicking on your personal image in the top right corner of Online Banking. Under this menu you can get to know your Coach, update your profile and account settings, view statements, send and review secure messages along with much more.

    Why is there a picture of my Coach in Online Banking now?

    On the left side of the Owner Menu is your Coach's card. It showcases an image of your Coach along with their contact information. Connecting you and your Coach online will be of great focus to Libro going forward. So keep an eye out as we further develop this feature called Coach Connect.

    Why do you want me to upload my photo to Online Banking, will anyone see it?

    You now have the option to upload a personal photo which will display at the top right corner of every page. This brings more personalization along with a better sense of security. Your profile photo will help you naturally detect that you are in an account that belongs to you rather than a fraudulent website. It's simply another security level to create more peace of mind.

    Currently, no one other than you will be able to see your profile photo. In the future we do plan on connecting you with your Coach online and at that time, your Coach may be able to see your photo. But for now it's private.

    Business

    Why is there a section called Business?

    For many small- and medium-sized businesses, Libro's Online Banking offers a business view to help you focus on your business finances.

    The choice is up to you whether to use this feature or not. To choose which accounts show up under your business view, go to your Owner Menu then select 'Settings' > 'Business' and use the toggles to set up your personalized view.

    Switch back and forth between personal and business banking without having to sign in and out. It will enable you to focus your attention on the task at hand, whether that be business growth or your family's future.

    How do I set up accounts under my business view?

    To choose which accounts show up under your business view, go to your Owner Menu then select 'Settings' > 'Business' and use the toggles to set up your personalized view.

    Can I make my business view show up first when I log in?

    You sure can! Simply head on over to your Owner Menu and select 'Settings' > 'Business' and turn on the option Make Business my default page.

    How do I pay my business taxes?

    To pay business taxes you first need to ensure you have designated an account as business under your 'business settings' in which you plan to pay your taxes from. Once you've designated your business accounts, make sure you're in your business view by clicking Switch to Business at the top right of the main menu. You will know you're in your business view if the main menu is dark green and you see Taxes as an option.

    Click Taxes to get started.

    Libro offers businesses the abilities to pay your GST/HST 34 Tax, GST 58 Tax, Payroll Tax and Corporation Tax online. Use the dropdown to select your tax form. Now you're all set to fill out your tax forms. Each form also comes with a Help feature on the top right to help you through to the end.

    What if I'd rather not separate my account into personal and business but need to pay business taxes?

    If you are a business Owner and aren't looking to split up your business and personal accounts but still need to pay your taxes, head on over to 'Settings' > 'Business', toggle all of your accounts over to Business and select Make Business my default page. This will give you all the features we offer business Owners while still keeping all your accounts consolidated in one view, just the way you prefer.

    Mint.com and other online financial aggregators

    Are Libro Owners able to access their account through Mint.com?

    The short answer is currently yes, you can access your account through Mint.com but, at the expense of breaching the Electronic, Fax and Other Signatures section in Libro's Service Agreement.

    Libro does not work directly with Mint to provide access nor can we guarantee the security of their service. Mint.com requires you to provide your Electronic Signature (account number and password) in order to access your account. For security, Owners should not share this information with any other person, including family members or other services.

    Libro does understand the value and benefits of using a service such as Mint.com and we are reviewing potential ways to provide you security and peace of mind when using these services. Until an appropriate solution is available, it is advised to not use Mint.com with your Libro accounts, understanding the potential security risks.

    How does Mint.com Work?

    Mint.com works on a request basis. Once they've received enough requests to access a Financial Institution they will work on gaining access through a technique called scraping many times without the Financial Institution's permission. Once they've gained access to Libro's banking system, they request the user's electronic signature (account number and password) in order to access and pull your unique financial information over to their servers.

    They store your login credentials in a database which enables them to automatically update and sync your financial information which saves you the trouble of doing this manually.

    So what's the risk of using Mint.com?

    The reason many Financial Institutions caution you from using Mint is we have little to no control over the actual security and protection of your personal financial information once your Electronic Signature is handed over to Mint. If they are ever targeted through a cyber-attack, we cannot guarantee the security of your financial accounts and that is something that we take very seriously at Libro.

    To help protect your personal information and your money we've asked all Owners to agree to keep their Electronic Signature confidential. Signing up for Mint breaches this agreement and the Owner, not Libro, will be liable and responsible for any and all losses created by the Owner's failure to keep Electronic Signatures confidential.

    Do you have further questions regarding Mint.com or other similar services?

    If you would like more information regarding third party services such as Mint.com please email your questions to service@libro.ca.

    Haven't found an answer? We're here to help!

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