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    Frequently Asked Questions

    Find answers to member frequently asked questions (FAQs) and learn how to do more with your online banking or mobile app at Valley CU.
    Questions? Contact Us

    Last Updated: March 11, 2025

    Remove any memorized logins or profiles from your browser or app that may be interfering with the account logging in process. Please follow the steps below or watch the video above for a guide:
    1. Go to the "⚙️Manage Login Profile"
    2. Click the "🗑️garbage can icon" to remove the saved profile
    3. Enter your NEW MEMBER ID and current PAC (or password) to proceed

    To understand the full scope of impacts, please review the Member Information Insert.

    View the System Upgrade FAQ for details on items we are tracking and answers to commonly asked questions.

    Your NEW Member ID is the 9-digit number you will need to log into online and mobile banking to access your personal accounts. You can find this new Member ID in the letter which was mailed out to you ahead of our system upgrades.

    If you have misplaced your letter or did not receive one, please contact us or visit your nearest branch.


    As an alternative, after the upgrades, you can use our LOOKUP tool to request your new Member ID - this option is available only to members who previously used online or mobile banking. You will notice a callout at the top of your login screen.

    For business or organization members, your Group Member Login ID is the new, 11-digit number you will need to log in to online and mobile banking to access your business or organization’s accounts. Group Member Login IDs for your business/organization can be found in the letter which was mailed to the primary business owner on your account.

    If you did not receive your Group Member Login ID information from the primary account holder, please reach out to them directly or contact us.

    After the system upgrades, it is important that you accept the "Small Business Banking" upgrade and review and accept the "Direct Services Agreement", after you log into your online banking. This will allow you to setup your additional features. If you have any questions, please contact us directly.

    Here is a link to manually upload documents: Go to QuickBooks Support

    How can you convert a PDF to a .CSV file? Follow these helpful steps:
    1. Login to your online banking
      (Use a laptop or desktop for best results)
    2. Download and then Open your saved PDF e-Statement
      • If you don’t have an Adobe PDF Reader, download it for free or use this website (Note: It’s better to use the reader on your computer for security reasons, but the website can work if needed)
    3. Export the PDF to Excel
      • In Adobe PDF Reader, click the Menu (hamburger icon, top left), select Export PDF, then choose Excel. Save the file.
    4. Convert the Excel file to .CSV
      • You can either:
        • Use an online converter, or
        • Open the Excel file, go to File > Save As, and select .CSV (Comma Delimited)
    You can now follow the steps linked in the QuickBooks Support article to formate your .CSV file and then manually upload your file. These steps are based on using a PC with current software and updates. They may change slightly depending on your computer or laptop.

    Before logging into online or mobile banking, we recommend removing any saved or memorized accounts, if applicable. You will then use your NEW Member ID or Group Member Login ID provided to you before the upgrades.

    To remove saved profiles from the login screen:

    1. Select "Manage Login Profiles"
    2. Click the trashcan icon
    3. Select "OK" to remove the profile from your list

    If you experience issues logging into the mobile app, try uninstalling and reinstalling it from your app store. To clear your web browser cache, you can go to your browser's settings and select the option to "clear browsing data." You can also try the keyboard shortcut F5.

    If problems persist, please contact your branch for support - we're happy to help!

    If you have attempted to use your new, 9-digit Member ID (or 11-digit Group Member Login ID) and existing personal access code (PAC), but cannot successfully log into online or mobile banking, please contact us or visit your nearest branch and one of our friendly staff members can assist you.

    For security reasons, multiple unsuccessful login attempts will temporarily lock your online or mobile banking account. If this happens, you can either wait for the lockout period to expire and reset your Personal Access Code (PAC) yourself or contact us for assistance.

    Important: After the system upgrade, you must use your NEW Member ID for the "Forgot My Personal Access Code (PAC)" feature.

    Yes, you have a new 10-digit account number that can be viewable to you in online and mobile banking, on your statement, or by contacting your branch. 

    How to find your Account Number:
    1. On your main dashboard "My Accounts", click on "Account Name" under the Account Summary section
    2. Expand or click on the "+" icon to view details
    3. Your "Account Number" will be listed for you

    Do you need a direct deposit or pre-authorized payment form? Click Here to download.

    Note: After the February upgrades, existing cheques, direct deposits, and pre-authorized payments you have set up will continue to work with your previous account number.
    You can easily rename your accounts by visiting the "My Accounts Dashboard," where you'll see all your accounts listed under your profile. To rename an account, simply click on the three dots under the "Actions" column, and select "Rename Account" from the dropdown menu.

    To turn on alerts and notifications in your mobile app:

    1. Select the "Alerts" tile or look for the "Bell" icon on your dashboard (slide to locate)
    2. Select "Manage"
    3. Select all alert types
    4. Click "Save"
    Yes, the forms are easily to access on our contact us page here: forms are posted here
    Follow these steps to add contacts in your mobile app:

    1. Select the "Interac e-Transfer®" tile
    2. Select "Settings, Manage Contacts, Add New Contact"
    3. Enter contact details
    4. Select "Add Contact"

    Steps to register for Interac e-Transfer® Autodeposit in your mobile app: 

    1. Select "Interac e-Transfer®" tile
    2. Select "Settings"
    3. Select "Autodeposit"
    4. Select "Add Email"
    5. Complete the details and "Update"
    6. Check your email and "Complete Registration" 

    Account activity will be broken out to before and after the upgrades. Please view your eStatements in online banking or talk to your branch if you require a copy of your account transaction history.

    Your statements during the month of our system upgrades will be delivered in two documents: one summarizing the final transactions withing the current system and a second summarizing the transactions within the new system immediately after our upgrade.
    This security feature requires you to confirm your login by sending a notification to your personal cell phone or email. After the upgrade, you will need to re-register for 2-Step Verification during your first login.
    Following the banking system upgrade, we will have a new look! This enhancement eliminates the multiple member numbers you were using before and replaces them with a new Member ID and a consolidated view of all your personal accounts within online and mobile banking.
    You can link your Collabria Credit Card at the bottom of the Account Summary screen in online banking and follow the instructions on the screen. It is recommended to use a desktop or laptop to link your credit card.

    • Access Cardwise / MyCardInfo: HERE
    After the system upgrades, our TeleService® telephone banking service will be unavailable until you have your New Account Number, which is needed in place of your "Account Type". You can find your New Account Number in your online or mobile banking, on our statement, or by contacting your branch. 

    When you first use the new telephone banking system, you will be prompted to use your New Member ID, and existing Telephone Access Code (TAC). Please listen carefully to the menu options before making a selection as the menu has changed. If you experience any issues, please contact your branch.
     

    Get in Touch

    We're here to help! For questions or feedback related to our new digital and website experience, connect with us by phone, online, or visit us in-person. 
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    Head Office Contact Information
    Main Telephone Number: 902-538-4510 or Toll Free 1-866-990-4044
    Valley Credit Union Limited 5682 Hwy 1, Waterville Nova Scotia B0P 1V0

    Valley Credit Union Limited (Valley CU) is a member of the Nova Scotia Credit Union Deposit Insurance Corporation (CUDIC), which at $250,000, provides the highest deposit insurance protection in Nova Scotia, Canada. Mortgage License #3000173

    © Copyright 2025 Valley Credit Union Ltd. All rights reserved. Serving members in the Nova Scotia Western Zone or Annapolis Valley Region, including but not limited to Annapolis County, Kings County, and Hantsport in West Hants County.

    ® / ™ Trademarks are owned by, or use is authorized by, the Canadian Credit Union Association and Atlantic Central.

     
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