We've Got a New Look and Feel

Website Questions

1. Why did you change your website?

 We know that having modern, innovative and easy-to-use digital tools is important.  Our new platform is built on world-class technology and allows to us to provide a seamless, intuitive, personalized experience across all of our digital platforms.  The technology we’re using will allow us to leverage ongoing digital advances and bring new solutions and services to our members.

2. What's new on the website?

In addition to our great new look, we’ve got a number of new tools, features and resources available on our website: 

• Consistent, seamless experience across all digital channels 
• Optimized experience for mobile devices and tablets 
• New product pages and intuitive navigation 
• An optimized search function 
• Calculators - for mortgages, loans, investments, retirement, and more 
• Branch and ATM Locators 
• Self-serve Forms – Change Contact Information, Register for Online Banking, Reset your Password, Change Organization Signing Authority, Set up Direct Deposit 
• How-to Hub with a variety of financial advice and educational information 

3. Do I need to update my internet bookmarks or favourites for your website?

Our new website uses the same web address as our old one, www.lakeviewcreditunion.com, so if you have our home page saved, your bookmark will not need to be updated.  If you had favourites saved for specific pages on our old website (ex. Contact Us, Forms, Community Social Responsibility, etc..), you will need to update those as the URL for those pages has changed.  

Refer to our How-To article for information on how to update your bookmarks: How do I update my browser, bookmarks and change text size?

4. What browsers are supported by the new website?

The two most recent major versions of the following browsers are supported: Chrome, Firefox, Microsoft Edge, and Safari.  Internet Explorer versions 10 and 11 are currently supported, however we recommend using one of the other browsers listed as Internet Explorer is no longer supported by Microsoft and compatibility will be phased out.  

To ensure the best experience, users must have JavaScript and cookies enabled in their browser.  For Internet Explorer users, Compatibility View must be turned off. 

5. What do I do if I’m experiencing trouble using the new website?

Follow these steps to optimize your browser settings for our website:  

• Make sure that you’re using a supported browser and version.  Our website is designed to work with the two most recent major versions of Chrome, Firefox, Microsoft Edge, and Safari, as well as versions 10 and 11 of Internet Explorer.   

• Adjust the size of the text in your browser and/or zoom the display in or out.   

• Clear all of your browsing history, including your cookies and site data, and cached images and files.

Refer to our How-To article for details on how to check and update your browser settings: How do I update my browser, bookmarks and change text size?  

If you’ve checked these settings and you’re still experiencing issues viewing our website, please contact us so we can help you. 

Online Banking

1. What's new on online banking?

In addition to our great new look and all of the everyday banking options you’re used to, we’ve got a number of new features available in our online banking:  

• Consistent, seamless experience across all digital channels 
• Optimized experience for mobile devices and tablets 
• Intuitive navigation and all transactions can be performed with fewer steps 
• Incoming vs Outgoing spending analysis for each of your accounts 2 years of transaction history instead of 1 
• Saved logins for secure, easy access 
• Designate a favourite account for transfers and bill payments 
• Ability to schedule recurring bill payments 
• View detailed e-transfer history 
• Change account nicknames for easy reference 
• Sort your accounts so they are listed according to your preference 

2. Is the new online banking free?

Yes, access to our online banking service is free for all of our members.    

Keep in mind that, depending on the types of accounts you have, there may be service charges associated with individual transactions.

3. Do I need to update my internet bookmarks or favourites for online banking?

Yes, you will need to update your bookmark or favourites as the URL has changed.  The new web address for online banking is http://auth.lakeviewcreditunion.com/.  

You can also bookmark our website homepage and use the “Login” button for quick access.

4. What browsers are supported for online banking?

The two most recent major versions of the following browsers are supported: Chrome, Firefox, Microsoft Edge, and Safari.  Internet Explorer versions 10 and 11 are currently supported, however we recommend using one of the other browsers listed as Internet Explorer is no longer supported by Microsoft and compatibility will be phased out.  

To ensure the best experience, users must have JavaScript and cookies enabled in their browser.  For Internet Explorer users, Compatibility View must be turned off.    

5. Can I use the same login information?

Yes, you will continue to use the same Member Number and PAC to login to our new online banking.  If you had your login information saved on your browser, you will need to re-enter and save your credentials* them for the new online banking platform.    

*Keep your accounts safe!  Don’t save your Member Number or PAC on a public computer, don’t use a password that could be easily guessed, and change your PAC every 3-6 months to keep it secure.  

6. What do I do if I’m having difficulty viewing the new online banking?

If you’re having difficulty viewing the web pages or the loading the online banking page, follow these steps and then try again:  

• Make sure that you’re using a supported browser and version.  Our website is designed to work with the two most recent major versions of Chrome, Firefox, Microsoft Edge, and Safari, as well as versions 10 and 11 of Internet Explorer.   
• Adjust the size of the text in your browser and/or zoom the display in or out.   
• Clear all of your browsing history, including passwords, your cookies and site data, and cached images and files.    
• Refer to our How-To article for details on how to check and update your browser settings: How do I update my browser, bookmarks and change text size?

If you’ve checked these settings and you’re still experiencing issues accessing online banking, please contact us so we can help you. 

7. What if I’m locked out of online banking or forgot my password?

If your account has been locked out or if you’ve forgotten your PAC, you’ll need to get in touch with us to get it reset.  You can use our online form to send in your request or contact one of our branches during business hours. 

8. What are the password requirements for online banking?

Your online banking PAC will need to meet the following criteria:  

• Be between 8-30 characters 
• Contain at least one upper case letter  
• Contain at least one lower case letter 
• Contain at least one number 
• Contain at least one special character: -.,#:?|()’/@$!) 
• Cannot be one of your last 10 passwords 

9. Can businesses use the new online banking?

Yes, our new online banking can be used by our personal and business members.  However, we will be launching a new Small Business Online Banking service very soon that is designed specifically to meet the needs of businesses and organizations with features such as personal and business account consolidation, dual transaction approval and delegate access.  Learn more about the new service here.

10. How do I pay business taxes?

Visit our login page to sign in and complete those transactions.    

11. How do I place a stop payment?

This feature will be available soon on our new online banking platform.  Until then, you can place a stop payment on a cheque through our classic online banking.  Visit our login page to sign in and complete those transactions.  

Contact any of our branches to place a Stop Payment on automatic withdrawals or pre-authorized payments. 

12. Can I still apply for the Canada Emergency Business Account (CEBA)?

Yes, the CEBA application is still available on our classic online banking.  Visit our login page to sign in and submit your application. 

13. I’m asked to login to your old online banking when I deposit or fulfill a Request Money n e-transfer – is that correct?

Yes, if you are accepting an Interac e-Transfer deposit or fulling a Request Money Interac e-Transfer, you will be directed to our classic online banking platform.  This is to ensure continuity of the service and your e-Transfer transaction will be processed as usual.  To get back to our new online banking, logout of the classic online banking, follow the link to our website and click the Login button.  

We also recommend registering for Autodeposit to have incoming Interac e-Transfer funds deposited directly into your account without having to login or answer a security question.  This is the fastest and most secure way to receive Interac e-Transfers.  

14. Can I still use the old online banking?

Yes, if you need a bit more time to get comfortable with our new online banking platform, you can continue to use our classic online banking.  However, we encourage you to explore our new online banking to see what it can offer; we’re confident you’ll enjoy the new experience.  Please contact one of our team members if you’d like more information or assistance with using our new online banking.

Mobile App

1. What's new on the mobile app?

In addition to our great new look and all of the everyday banking options you’re used to, we’ve got a number of new tools and features in our new mobile app:  

• Consistent, seamless experience across all digital channels 
• Intuitive navigation and all transactions can be performed with fewer steps 
• Branch and ATM Locator 2 years of transaction history instead of 1 
• Saved logins for secure, easy access 
• Designate a favourite account for transfers and bill payments 
• View all upcoming, scheduled transactions on a calendar 
• Ability to schedule recurring bill payments 
• View detailed e-transfer history 
• Change account nicknames for easy reference 
• Sort your accounts so they are listed according to your preference   

2. What operating systems support the new mobile app?

Our new mobile app is supported on the following operating systems:   

• iOS 11, 12, 13, 14 
• iPad OS 
• Android 6.0, 7.0, 8.0, 9.0, 10.0    

The mobile app also requires one of the following browsers on the device to function correctly:   

• Chrome or Samsung Browser on Android 
• Safari on iOS      

3. Do I have to download a new mobile app?

Yes, because the platform supporting our online banking has changed, you will need to download our new mobile banking app.

4. Where can I download the new mobile app?

Our mobile app is available in the App Store (iOS) and in Google Play (Android).  Visit our website for direct links to download the new app. 

5. Can I use the same login information?

Yes, you will continue to use the same Member Number and PAC to login to our new mobile app.    

6. What do I do if I’m having difficulty using the new mobile app?

If you’re having difficulty using the new app, follow these steps and then try again:  

• Make sure that you’re using a supported operating system and have a functioning required browser on the device.   
• Review your app permissions to ensure the app has the permissions turned on required for each function (ex. Location for Branch/ATM Locator, Camera for Cheque Deposits). 
• Uninstall and then re-install the app. 

If you’ve followed these steps and you’re still experiencing issues using our mobile app, please contact us so we can help you. 

7. What if my account is locked out?

If your account has been locked out or if you’ve forgotten your PAC, you’ll need to get in touch with us to get it reset.  You can use our online form to send in your request or contact one of our branches during business hours. 

8. What are the password requirements for the mobile app?

Your PAC will need to meet the following criteria:  

• Be between 8-30 characters 
• Contain at least one upper case letter  
• Contain at least one lower case letter 
• Contain at least one number 
• Contain at least one special character: -.,#:?|()’/@$!) 
• Cannot be one of your last 10 passwords   

9. Can I still use the old  mobile app?

Yes, if you need a bit more time to get comfortable with our new mobile app, you can continue to use our classic mobile banking app.  However, we encourage you to download and explore our new mobile app to see what it can offer; we’re confident you’ll enjoy the new experience.  Please contact one of our team members if you’d like more information or assistance with using our new mobile app. 

10. Is the new mobile app free?

Yes, all of our members can download our mobile banking app free of charge.    

Keep in mind that, depending on the types of accounts you have, there may be service charges associated with individual transactions.  Mobile data downloading and Internet charges may also apply; check with your mobile phone provider for details. 

11.  What if I have QuickView enabled and my device is lost or stolen?

If you had QuickView enabled on your mobile device and it is lost or stolen, you can remove the device an deactivate QuickView by logging into our classic online banking and accessing Mobile Banking App in the Account Services menu.  

If your device is lost or stolen, contact us right away to change your password and review your accounts for any unauthorized activity.  

12. Are there any requirements for setting up QuickView or a Saved Login? 

Yes, in order to use the QuickView feature or to setup a Saved Login, you will need to have a passcode or lock screen enabled on your mobile device.

Brand Refresh

1. Why did you change your logo and brand?  

We recognized that our longstanding, and much loved brand, required a bit of a refresh if it was going to continue being relevant and meaningful to the people of the Peace.  Our brand refresh allows us the opportunity to ensure that all of our marketing and communications, be they online or physical, are compliant with best practices around accessibility moving forward. It also gave us the chance to really peel back the layers of our identity and try to distill it down to its core, vital elements with respect to who we are and what we want to be for our members as we move into the future. 

2. What does the new logo represent?

Here are some of the key elements of our new logo and brand:  

• A bold “L” shape to represent the three communities where we have physical branches: Dawson Creek, Chetwynd and Tumbler Ridge.  
• The overlaid inverted triangle evokes notions of the area we serve: the entire Peace. 
• The page turn in the corner is In the spirit of the pioneers that settled this vast land, suggestive of the unexplored that lies beyond the horizon, and our embrace of the future.  
• The colours contained within our new logo and brand palette are inspired by the abundance of natural richness the Peace provides.   

Our logo and refreshed brand is a combination of these many influences. In updating our brand, we understand the need to find the balance between honouring what’s come before with our desire to look ahead and meet the challenges of the future by embracing the frontier. Visit our About Us page to learn more about what makes us unique.    

3. Will my Collabria MasterCard with the old logo still be accepted?

Yes, you can continue to use your existing Collabria MasterCard and it will be replaced when it expires; the new card will have our updated logo.  Starting in early 2021, new and replacement cards issued will have our updated logo. 

4. Will my cheques with the old logo still be accepted?

Yes, you can continue to use the cheques you’ve got as your account information and our branch information has not changed.  When you are ready to order new cheques, they will be printed with our new logo. 

5. I’ve received a communication with the old logo, is this legitimate?

We are working hard internally and with all of our service partners to ensure that our branding is updated on all of our communications.  However, we do expect that there may be a transition period where documents or communications could still be sent or received with our old logo.  If you have any concerns about the authenticity of something you’ve received claiming to be from LVCU, please contact us to review and confirm.