I'm a signer and I'm locked out of eBOB, how can this be fixed?

If you've incorrectly tried to login to Entrepreneurial Business Online Banking, you'll be prevented from trying to login again for security reasons. You'll need to contact your branch so that they can reset your access.

My Delegate is locked out of eBOB, how can this be fixed?

The maximum password retry for delegates is 3. After the maximum is reached, a signer will need to unlock their delegate through eBOB. In the Delegate Manager, select the 'Unlock this account' checkbox to restore your delegate's access.

My Delegate can't log into eBOB, why not?

Ensure that the delegate is entering their member number with a capital letter “D”—this first digit of their member number is case sensitive.

What should I do if my delegate forgets their log in information?

Use the Delegate Manager to access the “Edit Delegate” page. From here, you can see the delegate's member number at the top of the page and you can also set up a new temporary password for them.

How many membership accounts can I consolidate?

Each signer can set up to view and transact from up to four different membership numbers—the account they are signed into, plus three additional membership accounts they wish to view and transact from at the same time (i.e. each signer can customize their view of eBOB so that they can consolidate their personal and business accounts into one online banking session).

How do I remove a consolidated membership account?

Simply click 'Remove' from the options beside the membership number listed in the Account Consolidation Manager. This action does not affect the membership account which was removed. You can access that membership account by logging into it separately.

What is a delegate?

Delegates are people you grant limited access to your account(s) through eBOB, such as an assistant or family member. Delegates can only be set up by an authorized account signer and can be set up with read-only or initiator access.

What is the difference between read-only and initiator access?

Delegates with read-only access can only view account activity in accounts you give them access to. Delegates with initiator access can not only view account activity but also set-up transactions that must be approved by signers.

How do I choose a delegate's login information?

When you add a new Delegate, the member number is automatically generated and cannot be changed; however, the password you set up is only a temporary password. Your delegate will change the password you give them through eBOB to something they choose. Your delegate will be prompted to change their temporary password when they login for the first time.

The 'Add Delegate' link isn't working, why not?

Each signer can add up to three delegates. Once three delegates have been added, the link becomes inactive.

Will my delegate see my personal accounts?

Delegates can see the accounts which you have given them access to—if that includes your personal accounts, then yes, they'll be able to see that information. If you don't want delegates to view the personal accounts you added to the Consolidation Manager, make sure those memberships are not selected for delegate access.

If my account requires two signatures for transaction approval, are two signers required to add a delegate?

Each signer can set up delegates without needing the other signer's approval. The other signer(s) can view and delete each signer's delegate list but can't change the status or profile on another signer's list of delegates.

How can I permanently remove a delegate's access?

In Delegate Manager, select 'Delete' beside the delegate's name to remove the user permanently.

How can I temporarily remove a delegate's access?

In Delegate Manager, click 'Edit' beside your delegate's name to go to the 'Edit Delegate' page. Change the delegate's status to 'Inactive'. When you want to restore delegate access, change the status back to 'Active'.

How do I recall a transaction?

A transaction can be cancelled by the initiator of that transaction by recalling that transaction. This can be done within the Transaction Manager for any transactions still listed under the 'Transactions Require Approval from Others' section. Any transactions that have already been approved or rejected cannot be recalled.

How can I create a transaction similar to one that has been recalled, rejected or expired in the past?

You can create similar transactions simply by clicking 'Create a Similar Transaction' for any transactions listed under 'Rejected, Expired, or Recalled Transactions'. Simply enter the new information and click 'Submit'.

What is a Pending Number?

When a transaction is initiated, it is assigned a Pending Number which the initiator can use as a reference for follow up. Once the transaction is approved and completed, the pending number is replaced with a Confirmation Number.

What does it mean for a delegate to “initiate” a transaction?

Delegates initiate transactions that require approval from signers. Initiating a transaction involves setting up the transaction by entering information such as the type of payment, account to transfer from, payee, amount, and the Payment Date. Transactions created by a delegate become Pending Transactions and require approval from one signer (or two signers if two are required). Once the signer(s) approves the transaction, it will clear the account as a completed transaction.

Why do pending transactions display with “0 of 1” or “0 of 2” ?

Transactions created by a delegate require a signer to approve the transaction. In the Transaction Manager prior to the approval, the transaction heading displays "Transfer - 0 of 1 Approved" which means that approval is required on the transaction from one signer to complete the transaction. For transactions which require two signatures, this heading will display “0 of 2”. When one of the signers approves the transaction, the display is changed to “1 of 2” and will require the other signer to approve the transaction before it is complete.

How does the Payment Date play a part in the expiry date of the initiated transaction?

The Payment Date of an initiated transaction is determined by the initiator but keep in mind, the signer must approve the transaction before the Payment Date passes or the transaction expires.

Do signers have to approve a recurring transaction every time it occurs?

No, the signer only has to approve the recurring transaction upon its initial set-up.

Why can't I see who initiated and approved transactions on my account?

After a transaction is posted, it isn't possible to determine which delegate initiated the transaction and which signer approved the transaction. We'd suggest putting an internal process in place to track this information if it is important to you.

Why has my transaction expired?

Transactions expire if they are not approved within 7 days of being created. Scheduled payments expire if they are not approved before the Payment Date.

My account requires two signatures for all in-branch transactions. Does this apply to eBOB transactions as well?

Yes, transactions set up in eBOB will require approval from two authorized signers. If your delegate initiates a transaction to transfer funds, both signers must give their approval.

What types of CRA payments can I make using eBOB?

• GST/HST 34 Filing and Remittance
• GST/HST Amount Owing Remittance (RC159)
• GST/HST Interim Payments Remittance (RC 160)
• Corporation Tax (RC 159/RC 160)
• Payroll and Source Deduction (Current Year)

How do I make a CRA payment?

You'll need to create a new Payment Profile to specify the business CRA number you'd like to set up for each type of tax payment option. Once you set up your business number for payment, you will see your payment/filing options - File / View History / Delete.

Where can I view my previous payments?

As with other bill payments, simply go to your Account Activity page and you'll see a history of all of your CRA payments.

What happens if I do not have sufficient funds in my account to make the tax payment?

If you do not have sufficient funds in your account to make the tax payment on your Payment Date, the payment will not be submitted. The government agency concerned may charge you a penalty and interest if your payment is late. Please ensure that your account has enough funds to make the tax payment on the Payment Date.

How can I make sure my CRA payment is made by the due date?

In order to ensure your CRA payment is received on time, you must pay your bill by midnight (PST) on the Due Date provided to you by the government agency.

Can I cancel my CRA payment if I've already submitted it?

You can only cancel scheduled payments you've made which will appear under the 'Scheduled Payments' heading of Payments until midnight (PST) on the Payment Date.

Before midnight (PST) on the Payment Date, you can still cancel the scheduled payment by deleting the transaction on the page of Pending Payments. The payment amount will be credited back to your account. After midnight on the Payment Date, you must contact the government agency concerned to amend your payment. Please allow 24 hours for your payment to be processed before contacting the government agency.

I changed my account number and/or which branch my membership is held at. Does this affect my eBOB account settings?

Yes. If you change your branch and/or your membership number, you'll need to:

1. Re-Setup any Delegates you've created in eBOB
2. Re-Setup your consolidated view of your account memberships (if applicable)

When I add a new bill payee, it shows multiple membership account numbers that I can add the bill payee to. What does this mean?

If you have consolidated any membership accounts, you have the option to add a bill payee to any or all of these membership accounts for your convenience.