Logging on to Desjardins Bank Online Banking (FAQ)

Q. What do I do if I’ve forgotten my password?
A. Log on to the Desjardins Bank Online Banking service. Enter your user code and click on Submit. On the next page, click on Did you forget your password? The system will then send an e-mail with your password to the e-mail address in your file.

If after some time you haven’t received the e-mail, please contact Desjardins Bank customer service at 1-800-454-5058 to report the problem.

The first time you use your new password, you'll be prompted to change it to a different one.

Q. Why did the Desjardins Bank Online Banking log-on procedure change?
A. The new log-on procedure for Desjardins Bank Online Banking was set up to maintain our high security standards.

When you see your personal phrase and image on the screen, you know you are on the genuine Desjardins Bank Online Banking site. Never enter your password if either of these elements is missing.

If you encounter difficulties, contact Desjardins Bank customer service at 1-800-454-5058.

Find out more about the Desjardins Bank Online Banking log-on procedure.

Q. How do I change my password?
A. To change your password, simply:
  • Log on to Desjardins Bank Online Banking with your current password.
  • Click on Change Password then on Edit in the Password block.
  • Enter your current password, then enter your new password twice. Click Submit.

If you've forgotten your password, you can get a new one by clicking on Did you forget your password? on the Desjardins Bank Online Banking log-on page.

Q. How do I choose a user code and password?
A. When you register for Desjardins Bank Online Banking, you are provided with a temporary user code and password, which you must change the first time you use the system.

Your user code must be composed of at least 6 characters including any combination of letters, numbers or special characters. You should choose a code that’s easy to remember.

Your password must be composed of 4 to 16 alphanumeric characters. This password must be different from the personal identification number (PIN) assigned to your debit or credit card.

Q. How does enhanced log-on work?
A. The enhanced log-on procedure acts on 2 levels. Every time you want to log on to Desjardins Bank Online Banking, the system will recognize the computer you are using.

If we detect that you are trying to log on from a computer other than your usual computer, we will ask you one of your personal questions. If you answer the question correctly, we will display your image and personal phrase on the screen where you must enter your password.

The image and personal phrase you have selected when configuring your security settings will ensure that you are logged on to the genuine Desjardins Bank Online Banking site.

You can look up or modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

Never enter your password if either of these elements is missing!

You can view or modify your security settings at any time using the Change Password menu on the page where you access your accounts.

Find out more about the Desjardins Bank Online Banking log-on procedure.

Q. Why do I have to enter my user code and password on 2 separate pages?
A. This measure is necessary to allow the system to analyze the Internet source of the user code entered. The page displayed will be determined by the results of this analysis.

For example, if you enter your user code on a computer you usually use, the password entry page which includes your image and personal phrase will be displayed. However, if you enter your user code from a computer you don't usually use, the system will ask you one of your personal questions to confirm your identity.

Never enter your password if either of these elements is missing!

You can view or modify your security settings at any time using the Change Password menu on the page where you access your accounts.

Find out more about the Desjardins Bank Online Banking log-on procedure.

Q. Why am I asked the personal questions I selected?
A. If you log on to Desjardins Bank Online Banking from a computer you don't normally use, we will ask you 1 of the 3 personal questions you selected when configuring your security settings.

You will be asked a challenge question every time you try to log on to Desjardins Bank Online Banking from a computer you don't normally use. And because you're the only one to know the answer to your personal question, unauthorized attempts to log on will be prevented.

You can view or modify your security settings at any time using the Change Password menu on the page where you access your accounts.

Find out more about the Desjardins Bank Online Banking log-on procedure.

Q. Will my personal questions and answers be used for something other than identification purposes for Desjardins Bank Online Banking?
A. No. The personal questions you select when configuring your security settings to use Desjardins Bank Online Banking will be used only to confirm your identity when you log on to Desjardins Bank Online Banking from a computer deemed non-usual. Desjardins will only ask your personal questions when you're logging on to the genuine Desjardins Bank Online Banking site and never by e-mail, phone, mail, fax or other.

You can view or modify your security settings at any time using the Change Password menu on the page where you access your accounts.

Find out more about the Desjardins Bank Online Banking log-on procedure.

Q. What happens if I answer one of my personal questions incorrectly when logging on to Desjardins Bank Online Banking?
A. Questions are developed to minimize the chances of forgetting the answers because they all refer to personal events that took place at a specific time in your life. A sophisticated recognition mechanism is implemented to minimize the number of common errors that can happen when you enter your answer.

For example, the system would consider "Saint-Paul", "St-Paul" and "St. Paul" as equivalent answers.

However, if you do not answer a question correctly, the system will ask you to answer the question again. If you answer incorrectly again, the system will ask you another question from the 3 questions you selected in your security settings. The system will give you 2 chances to correctly answer the 2nd question. After 4 unsuccessful attempts, you user code will be suspended as a precaution. You will then have to contact Desjardins Bank customer service to reactivate your access.

You can view or modify your security settings at any time using the Change Password menu on the page where you access your accounts.