Help Centre

We at Lakeland Credit Union take pride in keeping our members informed and up-to-date with information for all your financial needs. Our Help Centre includes FAQs and videos to answer any questions you may have. If you have questions that aren’t answered here, try the live chat.

Getting Started
How do I:
  • login for the first time?
  • update cell number or email address?
  • find out what the new features are?
Banking Brochures:
How-To Videos
Having trouble figuring out how to use your online banking? We've made a series of short 'How-To' videos to walk you through many of the things you can do inside online banking.
Help Numbers
Lost or Stolen Card?
Debit Card: 1-888-277-1043 or
1-905-305-4099 outside of North America.
Visa Credit Card: 1-855-341-4643

24 Hours Online Banking Support
Call 1-877-251-5237 or
submit a request for online banking.
An guy looking at his laptop as he scratches his head
Logging in
How do I:
  • login?
  • find my username?
  • find my password?
A lady drinking coffee while looking at her smartphone
Online Banking
How do I:
  • find the new app?
  • see all transactions?
  • set up account alerts?
An man at a table during work on his laptop
Manage Accounts
How do I:
  • export my statements?
  • order cheques online?
  • schedule a bill payment?
A lady buying coffee at a cafe
Business Banking
How do I:
  • switch profiles?
  • set up delegates?

How-To Videos

Having trouble figuring out how to use your online banking? We've made a series of short 'How-To' videos to walk you through many of the things you can do inside online banking.

Getting Started

Logging in for the First Time 

Questions & Answers

Lakeland’s new online banking experience has a number of authentication steps to ensure your information is protected. That includes a valid and unique cell phone number or email address that you have provided to Lakeland Credit Union.

Our team at Lakeland has been reaching out to help ensure a seamless transition to online banking for our members. If you have not yet spoken with a representative, please take action today and ensure your cell phone number or email address is up to date by calling  either our Bonnyville Branch at 780-826-3377 or Cold Lake Branch at 780-594-4011 . Please note: this is required for members who are new to online banking and for current online banking users

The new online banking experience isn’t here yet, although we are close. If you would like to learn about logging in for the first time have a look at these helpful videos:

New login experience for existing online banking users:

  • The first step will be to log in as you normally would using your current Member Card Number and Password.
  • The second step will be to set up a profile. This is where it is key to have  your current cell number or a valid email address on file with Lakeland. Doing so will ensure an easy setup and avoid delays or interruptions to your online banking experience.
If you have had your online banking password recently changed through a representative at Lakeland Credit Union however haven’t had an opportunity to login yet or if you have never signed into  online banking before:

  • The first step will be to log in using your current Member Card Number, next you’ll be asked to verify your Date of Birth and either your Cell Phone number or Email Address. This is where it is key that we have your current cell phone number and email address on file with Lakeland. Doing so will ensure an easy setup and avoid delays or interruptions to your online banking experience. Lastly, once your cell phone number or email address is confirmed, you’ll set up a profile.
You can access the Lakeland Credit Union mobile app by searching for “LakelandCU Mobile App” in the App Store or Google Play.
  • iPhone and Android users: Please delete your previous Lakeland CU Mobile Banking App on your smartphone before you install the new app.
Our new digital banking app is only available to install onto the iPhone and Android Smartphones.  To access online banking on your iPad or Tablet, you can use your mobile device’s browser (e.g. Safari) to visit https://www.lakelandcreditunion.com to log in.

With our transition nearing, there is a to-do list we suggest to make sure there is minimal impact on your e-Transfer services.

Recipient cleanup

As you can imagine, there is a significant amount of data in each individual INTERAC e-Transfer profile. If you have recipients that you no longer require, please remove them from your profile, prior to May 3, 2021. In doing this, you can help with the time it will take to migrate all profiles.

Recipient security question update

While you are in your recipient profiles, this is a good time to change the security question, keeping in mind to use questions that are not easy to guess. This is an important step you can take to further secure your transfers.

Record your recipients

We do not expect issues in your INTERAC e-Transfer profile migration, however, you may want to take a screenshot, print or record your INTERAC e-Transfer recipients. This is important as it would be your only record; we do not have these in our system.

Contact recipients to receive outstanding transfers

Once we transition to the new online banking, any INTERAC e-Transfer transactions sent prior to that date will not be viewable, nor can they be cancelled through online banking, as these specific transactions will not carry into the new online banking. Sent transfers will automatically expire 30 days after sent if not accepted. Review your sent transfers and if you have any pending, contact the recipient and encourage acceptance of the transfer. We recommend ensuring transactions are received prior to May 3, 2021.  INTERAC e-Transfers will be unavailable the day prior to the transition of the new online banking.


There are many new features with the new online banking, like:

  • The ability to add favourite transactions (such as a transfer to the kiddos for monthly allowance – but only if they get their chores done!)
  • You will be able to open new individual accounts under your existing Lakeland membership in minutes. – for joint accounts, contact your advisor.
  • We make it very tough for the bad guys with increased security and are happy to bring in one-time passcodes for several transaction types.
  • You will be able to create your own username to log into online banking

To see more about what the new experience has to offer, have a look at the birds-eye view by browsing our online banking brochures for:

  • Personal
  • Business/Agriculture



With the migration, there will be a delay in offering some popular functions, but be reassured, the following will be back soon:

  • Deleting an immediate bill payment if you realize you made a mistake

You will still be able to make payments to the Canadian Revenue Agency. However, your history, will not carry over. We encourage members to download or print what they need, as applicable, prior to the online banking transition.

As we move to the updated technology, there are a few things to be aware of:

1. There will be a new link to online banking, which means that cookies (such as memorized accounts) will not carry over. Your memorized login will also not carry over.

2. There will be new apps, which means that if you use our banking apps you will need to either:

  • IOS: Delete the old app and download the new.
  • Android: Delete the old app and download the new. 
3. New login experience for existing online banking users:
  • The first step will be to log in as you normally would using your current Member Card Number and Password. The second step will be to set up a profile. This is where it is key to have your current cell number or a valid email address on file with Lakeland. Doing so will ensure an easy setup and avoid delays or interruptions to your online banking experience.
  • Watch the Sign in as an existing user video.
4. If you have had your online banking password recently changed through a representative at Lakeland Credit Union however haven’t had an opportunity to login yet or if you have never signed into online banking before:
  • The first step will be to log in using your current Member Card Number, next you’ll be asked to verify your Date of Birth and either your Cell Phone number or Email Address. It is key that we have your current cell phone number and email address on file with Lakeland. Doing so will ensure an easy setup and avoid delays or interruptions to your online banking experience. Lastly, once your cell phone number or email address is confirmed, you’ll set up a profile.
  • Watch the Sign in as an existing user video.




Yes, there is!

For anyone who is signed up to our Member Direct Small Business, you will need to do the following:

Ensure you have no pending transactions, as those will not complete once we transition to the new digital banking. We recommend doing this prior to May 3, 2021.

If you have Delegates assigned, take a screenshot, print or record your delegate’s information as it will not migrate over and will need to be set up once we go


Logging In

If you get the error “Identification details entered do not match our records” while setting up your digital banking profile, you will need to update the contact information we have on file for you.

You can do so by calling either our Bonnyville Branch (780-826-3377) or Cold Lake Branch (780-594-4011) during business hours or use our Contact us form.  
If you do not receive your secure code by email or test message within 10 minutes, please check your Junk mail/Spam or other folders.  Alternatively, you can try again either with your email or phone number.

If you do not receive a code using either method, you may need to update your contact information with us.  We would be happy to help you.  You can do so by calling either our Bonnyville Branch (780-826-3377) or Cold Lake Branch (780-594-4011) during business hours or use our Contact us form. 
We recommend using the most recent version of one of the following supported browsers:
  • Google Chrome
  • Apple Safari
  • Mozilla Firefox
  • Microsoft Edge
As a signer on the business, we need to authenticate you as an individual.  It’s important that your personal information (date of birth, email address, and cellphone number) in your file is up to date so we can validate who you are.
Click the ‘Forgotten Password?’ link on the login page and follow the instructions. You will need your username and the email address or cell phone number you have on file with Lakeland Credit Union.
A One Time Password (OTP), also known as two factor authentication, is automatically generated for certain transactions or events.  It is an added layer of security that is used to ensure that people trying to gain access to an online account and perform certain transactions are who they say they are.
Passwords must be a minimum of 10 characters in length and can go up to a maximum of 35 characters.  They are to contain at least: 1 uppercase letter, 1 lowercase letter, and 1 number.  Symbols are permitted however are not mandatory.
Yes, passwords can be recycled.
Members can now select their own usernames and use this to log onto their online banking.  With this alternate method of logging on, the ‘memorized account’ feature is no longer required.
Members can now use the Username created during their first login experience instead of their debit card numbers.  However, you are still able to login using your active debit card number. 
Usernames can be up to a maximum of 34 characters and can include any combination of uppercase, lowercase, numbers, and special characters.  An email address is acceptable however a PAN (debit card number) cannot be used.  Usernames must be unique, you will receive an error if the username is a duplicate, at which time another username is to be selected.
No, once a username is created it cannot be changed.
From within your online banking, your Username is visible in two areas:
My Lakeland>Password and also My Lakeland>Profile Details. If you are unable to log onto your online banking, contact your branch and an advisor will be able to confirm your username.
Unsuccessful attempts with facial or thumbprint recognition, or entering your password incorrectly 5 times can cause a lockout on your account. To get it unlocked, select the ‘Forgotten Password’ link to reset your login.

Manage Accounts

To view your eStatements: 
  • Log into your online banking account
  • Click on Accounts
  • Click View Statement
  • Select the account you would like to view
  • Select the year and then the month of the statement you wish to look at.
Yes, there are a couple of ways to do this. 
  • If you are re-ordering cheques then a link to Davis & Henderson is available on the bottom of any page of your online banking. 
  • If you are ordering cheques for the first time then you can send a message using the secure messaging feature.  Ensure to include:  account number, quantity, specific style (if applicable). 
  • You can send a message by either: Clicking the envelope icon on the top right of the page>New Message>Type: Account Inquiries or clicking My Lakeland>Messages>New Message>Type:  Account Inquiries
Note:  Messages cannot be sent from a mobile device; they can be viewed or archived only.
Contact your branch to add a stop payment on an automatic debit.  You can also use the secure messaging feature to send the request:  Note:  messages cannot be sent from a mobile device.

  • Click the envelope icon on the top right of the page
  • New Message > Type: Account Inquiries or clicking My Lakeland>Messages>New Message>Type:  Account Inquiries
Recurring bill payments can be added as favourites only, immediate and future dated payments are not available to be added as favourites.
To add a bill payment with a future date for completion:
 
Desktop
  • Click Transfers & Payments>Pay Bills>Enter the payment amount in the amount field for the applicable bill payee>Select a future date in the payment date field>click Continue>confirm details>click
Mobile
  • Click Payments>Pay Bills> Add Payment
  • Select applicable payee from the Pay To dropdown
  • Enter the amount to be paid
  • Using the calendar icon, select a future date
  • Add Payment
To add a recurring bill payment: 

Desktop 
  • Click Transfers & Payments>Pay Bills>click Schedule recurring payments icon
  • Select the payee from the Payee Name dropdown
  • Enter the payment amount in the amount field
  • Select a frequency from the payment frequency dropdown
  • Select a start date (or leave as current date if applicable)
  • Select an end date (max. 10 years)
  • Click Continue>confirm details>click Continue  
Mobile
  • Click Payments>Pay Bills> Select ‘Recurring Payments’
  • Select applicable payee from the ‘Pay To’ dropdown
  • Enter the amount to be paid
  • Select a frequency
  • Using the calendar icon, select a Start Date and an End Date
  • Continue>Continue

To transfer funds between your own accounts: 

Desktop 

  • From the main page, click Transfers & Payments>Transfer Funds
  • Under ‘tranfser from’ click the account you wish the funds to come from (it will highlight red)>From the ‘My account’ dropdown, select the account you wish to receive the funds
  • Enter the transfer amount in the ‘Amount’ field
  • Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue
Mobile 
  • From the main page, click Transfers >Transfer Funds
  • Under ‘tranfser from’ select the account you wish the funds to come from (main account is default, click the arrow to select another account)
  • From the Account field, click the arrow to select the account you wish to receive the funds
  • Enter the transfer amount in the ‘Amount’ field>Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue
To transfer funds to another Credit Union member, you must know that person’s 12 digit account number.
1) Please be aware, your account number will be visible to the recipient.
2) Ensure you’ve confirmed the account number and verify the number and amount when you enter it as there is no way to stop or reverse the transaction once completed.
 
To transfer funds:
Desktop
  • From the main page, click Transfers & Payments>Transfer Funds
  • Under ‘Transfer From’ click the account you wish the funds to come from (it will highlight red)
  • Click the ‘Another Lakeland member’ radio button>Enter the other person’s account number in the ‘Member’s Account Number’ field
  • Enter the transfer amount in the ‘Amount’ field
  • Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue
  • Enter the One Time Password in the ‘Confirmation Code’ box>click Continue
*Unaccepted accounts for inter-member transfers:  loan accounts and registered accounts
Mobile
  • From the side menu, click Transfers>Transfer Funds
  • Under ‘tranfser from’ select the account you wish the funds to come from (main account is default, click the arrow to select another account)
  • Click the ‘Another Lakeland CU member’ radio button
  • Enter the other person’s account number in the ‘Member’s Account Number’ field
  • Enter the transfer amount in the ‘Amount’ field
  • Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue>enter the One Time Password in the ‘Enter Code’ box>click Continue
* Accounts not accepted for inter-member transfers are:  USD Accounts, and Registered Accounts

To transfer funds between your own accounts:

Desktop
  • From the main page, click Transfers & Payments > Transfer Funds > under ‘tranfser from’
  • Click the account you wish the funds to come from (it will highlight red)
  • From the ‘My account’ dropdown, select the USD account you wish to receive the funds>Enter the transfer amount (CDN) in the ‘Amount’ field>Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • click Continue>Confirm details>click Continue
Mobile
  • From the side menu, click Transfers >Transfer Funds>under ‘tranfser from’ select the account you wish the funds to come from (main account is default, click the arrow to select another account)
  • From the Account field, click the arrow to select the account you wish to receive the funds>Enter the transfer amount in the ‘Amount’ field>Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue
No, transfers between USD accounts are not permitted.  Funds from a USD account can only go into a CDN account. 

To process a loan payment you would initiate a transfer. 

To do this:

Desktop 
  • From the main page, click Transfers & Payments >Transfer Funds
  • Under ‘tranfser from’ click the account you wish the funds to come from (it will highlight red)
  • From the ‘My account’ dropdown, select the loan account you wish to receive the funds
  • Enter the transfer amount in the ‘Amount’ field
  • Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue
Mobile
  • From the side menu, click Transfers >Transfer Funds>under ‘tranfser from’
  • Select the account you wish the funds to come from (main account is default, click the arrow to select another account)
  • From the Account field, click the arrow to select the loan account you wish to receive the funds
  • Enter the transfer amount in the ‘Amount’ field
  • Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue

Yes, funds can be transferred from one of your accounts into your RRSP Variable or TFSA Variable account. 

To do this:

Desktop 
  • From the main page
  • Click Transfers & Payments>Transfer Funds>under ‘tranfser from’ click the account you wish the funds to come from (it will highlight red)
  • From the ‘My account’ dropdown, select the variable account you wish to receive the funds
  • Enter the transfer amount in the ‘Amount’ field
  • Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue

Mobile

  • From the side menu
  • Click Transfers >Transfer Funds>under ‘tranfser from’ select the account you wish the funds to come from (main account is default, click the arrow to select another account)
  • From the Account field, click the arrow to select the variable you wish to receive the funds
  • Enter the transfer amount in the ‘Amount’ field>Select the ‘Transfer Type’ (immediate = instantly; schedule = a future date; recurring = select how often and when the exact same transfer is to happen)
  • Click Continue>Confirm details>click Continue

Answer:  To withdraw money out of your Line of Credit (LOC) you will process a Transfer directly out of the LOC loan account and deposit into your chequing or savings account.

  1. Click Transfers & Payments>Transfer Funds
  2. Select the LOC loan account from the Transfer From available accounts
  3. Select the My Account (chequing or savings) using the dropdown
  4. Enter the Amount to be withdrawn
  5. Select the Transfer Type
  6. Click Continue
  7. Verify all details of the transfer
  8. Click Continue
To add a bill payee: 
  • Click Transfers & Payments>Manage Payees
  • Click Add Payee
  • In the ‘Payee Name’ box, start typing in the name of the bill payee
  • Click the applicable payee from ‘Results’ listing
  • Enter the bill payee account number in the ‘Payee Account Number’ field
  • Click Continue>confirm payee details>click Continue
  • Enter the One Time Password in the ‘Confirmation Code’ box
  • Click Continue 
To delete a bill payee: 
  • Click Transfers & Payments>Manage Payees
  • Click the garbage can icon next to the applicable bill payee
  • Confirm the payee to be deleted
  • Click Continue
A. Transactions can be exported to the following accounting software programs:

- Microsoft Money

- QuickBooks

- Quicken

- Sage50

- Xero


A. To export transactions to a supported accounting software program, use the following steps:
  1. Log into Online Banking via desktop
  2. Click Accounts>View Transactions
  3. Click the applicable account, use the filter to display the desired date range (if needed)
  4. Click Export, located at the bottom of the screen
  5. Select the applicable accounting software from the Export To dropdown list
  6. Click Export

Online Banking

Account history is available for a year time period from the current date.  For example, if you logged on April 14, 2021 then your account history is available from April 14, 2019.  Note: the default timeline is 1 month, use the filter to expand the timeline up to 2 years.
eStatements are available to print or save (desktop), additional options are available via mobile:  Accounts>View eStatements >Select the applicable statement date
A transaction can be added as a favourite once you’ve completed it.  To add a transaction as a favourite:  complete the transaction as normal, on the page showing

‘Transfer/Payment successfully completed’ click the Favourites icon  (desktop) or Add Favourite (mobile)> add a name to identify the transaction > click ‘Add to Favourites’(desktop) or Confirm (mobile).  It will now be seen on the home page (dashboard)
Up to a maximum of 15 favourites can be added at any time.  To view all favourites, if more than 4 are created, click the arrow located to the right and/or left of the visible favourite icons to rotate the carousal (desktop) or swipe left/right (mobile)

To change the display order of favourites:  
  • Accounts >  Favourite Transactions
  • Click and drag the 3 lines icon of the applicable favourite to the desired location
Yes!  You can set up shortcuts through the widget function on your mobile device by navigating to the menu (three-line stack icon on the top left), choosing ‘Settings’ and tapping on ‘Widgets’.  There you will be able to add up to three accounts you would like to view. 

You can also add some of your favourite transactions as shortcuts in the widget, giving you an even quicker way to do your banking.

Alberta Finance will continue to be paid using the PSI secure access link.  Contact us using the secure messaging feature if you would like to sign up for this feature. 

You can send a message by either: clicking the envelope icon on the top right of the page>New Message>Type: Account Inquiries or clicking My Lakeland>Messages>New Message>Type:  Account Inquiries
If no other option is selected, clicking ‘Continue’ initially confirms the ‘immediate’ transfer type.  You will then need to click ‘Continue’ to move to the next page.
Yes, a picture can be added to your profile. 

To do this: 
  • From the main page
  • Click My Lakeland>Profile Picture
  • Click Add Photo
  • Locate your photo and click Insert
  • Click Save
To add or change your background picture on your app:
  • Open the app and sign in
  • From the menu (three-stacked lines on top left) click Settings>click Profile Picture>under Background, options are:  ‘take picture’, ‘add photo’, or ‘reset’
  • Take picture opens your camera, add photo opens your gallery
  • Take Picture>take a picture and tap OK
  • Edit your background image and select Save
  • ADD photo>select an image from your library and tap Save.
  • The picture must be formatted as a .jpeg or .png
Yes, you can add a descriptive name to your accounts.
 
To do this: 
  • From the main page
  • Click Accounts>Customize Accounts
  • Click the pencil icon next to the account you wish to change
  • Enter the Account Name of your choosing
  • Click Update
A. There are a few things that could prevent an alert from
being received:

1. Ensure you had ‘saved’ your alert selections.

To verify this, go to My Lakeland>Alerts>select the applicable alert option>verify the toggle is green for the required type and channel.

If the toggle is greyed out, this indicates the alert has not been activated.  To activate:  click the applicable toggle for each alert and channel, then click Save.

2. For email alerts, check the junk/spam folder
3. Verify Lakeland Credit Union has your current email and cell phone # on file
Alerts are to be set up on each account as desired.
 
To set up an account alert:
  • From the main page
  • Click My Lakeland>Account>click the account you wish the alert to be on (highlighted red)
  • Select the alert type(s) under each category as desired (Transaction, Balance, Insufficient Funds, Failed Transactions)
  • Click Save
A text and/or Push Notification can be enabled for security alerts however email delivery methods for Security alerts are a default for all online banking users.
Yes, you are able to see the login history for your online banking which will identify: which channel was used (internet or mobile banking), the date, and the time. 
To view:
  • Click My Lakeland>Sign in history
When you notice a device that is unfamiliar, it is recommended to lock that device.

To do this: 
  • From the main page
  • Click My Lakeland>Devices
  • Click the plus sign on the applicable row
  • Click Lock Device
A device that was locked can be unlocked once verified.
 
To do this: 
  • From the main page, click My Lakeland>Devices
  • Click the plus sign on the applicable row
  • Click Unlock Device
Yes, you can see all online banking activity in any given day by clicking the word ‘Activities’ located on the bottom of the main page (dashboard).  Once opened, you have the option of viewing all activities in order of date/time  or in a list format  by clicking the applicable icon.
A. When setting up an alert, in order to receive the text alert or E-mail alert ensure the applicable Push Notification has also been enabled.

An alert will not ‘push’ out to the chosen channel otherwise, meaning it will not be received.

Business Online Banking

All signers of the business will onboard separately and have unique login credentials.

Answer:  No, consolidated accounts will not migrate over to the new business online banking platform. 

Members will need to consolidate profiles once again within the new business online banking platform, having the ability to consolidate an unlimited number of profiles they have an ownership or signatory role on. 

To do this:

  1. Log into the Business Online Banking
  2. Click Business Services>Profile Consolidation
  3. Click Add Profile
  4. Enter your personal or other business username and password
  5. Review and confirm the profile details>click Continue
  6. To view the consolidated profile, log out and back in
To consolidate profiles, you must be a signer on the business accounts.

To do this:
  • Logon to the business online banking
  • Click Business Services
  • Profile Consolidation
  • Click Add Profile
  • Enter the username for the profile you wish to add
  • Enter the password for the profile you wish to add
  • Click Continue
  • Confirm details
  • Click Continue
To remove a consolidated profile: 
  • Click Business Services>Profile Consolidation
  • Click the garbage can icon on the applicable profile
Each profile will show linked accounts to that profile.  In order to see the accounts linked to another profile you will need to switch profiles.
You will see all consolidated profiles at the top of the page by hovering the mouse over the active profile name.  The customer/member’s name will always show first then it will identify which profile is active under the personal name. 

To switch from one profile to another: 
  • Hover the mouse over the active profile name
  • Click the profile image you wish to switch to
  • Click Switch profiles on the pop up
Log into your online banking from a desktop or tablet (delegate maintenance is not available on mobile phone devices). 
To set up a delegate, you will:
  • Login to online banking>Select Business Services>click Delegate Management>click Add Delegate
  • Enter the delegate username (5-35 characters)
  • Enter the name of the delegate
  • Click the radio button to select the access level (initiator or read-only)
  • Click the radio button to select how the password will be received
  • Enter the email address
  • Enter the mobile phone number
  • Type in any notes that apply to the delegate (optional)
  • Accept Express Consent
  • Click Continue
  • Review details and click Continue
  • An authentication code will then be sent to you by email or test message
  • Enter the received code into the Enter Code field>click Continue
  • Delegate successfully added > the delegate will now receive their temporary password via email or text.
Delegates will need to be set up for each business profile once you’ve logged onto the small business online banking.  Previous delegate information will not migrate over to the new platform.
No, delegates will only see the accounts linked to the specific business profile they’ve been added to.
No, but the other signer must approve any transactions that your delegate may initiate.
Transactions that another signer or a delegate has initiated and require your approval can be viewed under ‘Pending Transactions’. 

Desktop:
  • Login to online banking
  • Select Business Services>click Pending Transactions
  • Select to approve or decline the transaction>some transactions may require you to enter a one-time passcode as a security feature. 
  • If this is the case, an authentication cade will be sent to you by email or test message>simply enter the received code into the Enter Code field>click Continue    
Mobile:
  • Login to online banking>click the menu on the top left side (three-line stack icon)>click Business Services>click Pending Transactions
  • Select to approve or decline the transaction> some transactions may require you to enter a one-time passcode as a security feature. 
  • If this is the case, an authentication cade will be sent to you by email or test message>simply enter the received code into the Enter Code field>click Continue

Delegates can reset their own password by using the ‘forgotten password’ feature on the login page.
The temporary password oftentimes have a period (.) at the end which can look like it’s part of the password however it is not.  Have the delegate try the password again without using the period.
Delegates can reset their own password by using the ‘forgotten password’ feature on the login page. 

If a delegate’s access was locked by a signer then they can  unlock this access by going to: 
  • Business Services
  • Delegate Management
  • Lock Access toggle switch
A delegate’s access can be locked to ensure they are unable to access the accounts.  Delegates cannot be deleted from the profile. 
To lock a delegate’s access: 
  • Business Services>Delegate Management>Lock Access Toggle Switch
A delegate’s access can be locked to ensure they are unable to access the accounts. 

To lock a delegate’s access: 
  • Business Services > Delegate Management > Lock Access Toggle Switch
No, the signer only has to approve the recurring transaction once, when it is first initiated.
A transaction, when a dual signature is required, will remain as pending for 7 days.  After which, it will expire and the transaction will need to be re-initiated.
Once a transaction is approved, it can be seen in the history of the account from which the funds were taken.
All accounts that are identified with a dual-signature requirement will require 2 signers to approve all financial transactions.  If you have delegates, all initiated financial transactions require approval from 2 signers. 
A. Delegates are unable to accept an incoming e-Transfer, regardless of access type.  A signer will be required to accept incoming e-Transfers or alternatively an Autodeposit can be created for the business profile.
A. E-Transfer recipients are linked to each member’s profile and can be viewed, managed, or selected while accessing that profile.  Consolidated profiles will not show the recipients linked to all profiles.  Recipients will need to be added to each profile as needed.
A. Bill payees are linked to each member’s profile and can be viewed, managed, or selected while accessing that profile.  Consolidated profiles will not show the bill payees linked to all profiles.  Payees will need to be added to each profile as needed.
A. To transfer money between consolidated accounts a transfer to Another Lakeland Member can be used. 

To do this:

  1. Go to Transfers & Payments>Transfer Funds
  2. Click the account the funds are to come from
  3. Click the Another Lakeland Member radio button
  4. Enter the account number that is to receive the funds (*double check the number)
  5. Enter the Amount to be sent
  6. Select either: Immediate, Schedule, or Recurring (enter additional information as needed for Scheduled and Recurring options)
  7. Click Continue
  8. Review the details of the transaction, click Continue
  9. Enter the authentication code
  10. Click Continue

For frequently used transactions, add them as a favourite to quickly process the same transaction in the future.

  1. From the ‘Completed’ page, Click the Favourites icon
  2. Enter a description for this transaction
  3. The Favourite can now be accessed from the main screen for future transfers (*amount can be changed)
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