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PAN Login Change FAQs

1. What is a PAN and why do I need one?

 

A Primary Account Number or PAN is the 19-digit number that appears on the front of the First Calgary Financial Member Card.  First Calgary has changed online banking login credentials, and as a result you are required to type in your 19-digit PAN number as opposed to your member number and branch number - you no longer see the option to select your branch location from the drop-down menu in online banking. You can make your login process even easier by clicking “Add a Memorized Account” the first time you login on desktop, or by clicking “Remember Me” the first time you login through the mobile banking app.

 

2. Do I need to change my online banking password (PAC)?

 

No, your existing online banking password (PAC) did not change.

 

3. I already have a First Calgary Member Card, can I use that?

 

Yes – Members who currently have and use a First Calgary Member Card will not experience any impact to their card. You simply now need to use the 19-digit PAN on the front of the card to log in to online banking.

 

4. I do not have a First Calgary Member Card, will I receive one?


Yes – If you have logged in to online banking since January 2018 and do not currently have a First Calgary Member Card, one should have been issued to you prior to our launch date of May 14, 2019.


Business memberships without a Member Card were not automatically mailed a member card. If you haven’t heard from your local branch already, please contact us at 1.866.923.4778 or visit your local branch to have a Member Card issued on your business account.


If you have not received your new card yet, call us at 1.866.923.4778 or visit your local branch.

 

5. I Have multiple First Calgary Member Cards - How do I know which one to use?

 

To make things as seamless as possible for you, we've associated your online banking login with the Member Card you used most recently, as of March 19, 2019 - which a letter mailed to you from First Calgary advised you of.  That will be the card number you use to login to online banking now.  If you're unsure, or would like to change the card you use to login to online banking with, call us at 1.866.923.4778 or visit your local banch.  We're here to help!

 

6. I don’t want to have a First Calgary Member Card, do I need one?


In order to be able to access services provided through First Calgary online banking, you are required to have a Member Card that features a primary account number (PAN). Without that number, you will be unable to use online banking services.

 
 

7. Can i set up my login Experience to remember my 19-Digit Member Card number?

 

You can make your login process easier by clicking “Add a Memorized Account” the first time you login on desktop, or by clicking “Remember Me” the first time you login through the mobile banking app. You’ll need to update your app to login using your new 19-digit Member Card number.

 

To do this in the your desktop online banking experience:

  1. Select “Add a Memorized Account” or "Memorized Accounts" below the login prompt
  2. Enter a name you'll recognize for your account, and then your 19-Digit Member Card number
  3. Select "Return to Login" and enter your exisitng password (PAC) to login

To do this in the Mobile App:

  1. Tap the menu bar in the upper right corner of your app
  2. Select “Settings”, then “Saved Logins”
  3. Select and Delete all listed Saved Logins
  4. Once the existing logins are deleted, select “Create New Login” from the footer of the app
  5. Enter your 19-Digit Member Card Number in “Login ID”
  6. Select “Remember Me” to re-enable your Memorized Account login, then “Continue”
  7. Enter your existing password (PAC)

 

8. My Existing Touch ID and/or Memorized Account Login Doesn’t Work In The Mobile App Anymore. What Do I Do?

 

You’ll need to update your app to login using your new 19-digit Member Card number. To do this:

  1. Tap the menu bar in the upper right corner of your app
  2. Select “Settings”, then “Saved Logins”
  3. Select and Delete all listed saved logins
  4. Once the existing logins are deleted, select “Create New Login” from the footer of the app
  5. Enter your 19-Digit Member Card Number in “Login ID”
  6. Select “Remember Me” to re-enable your Memorized Account login, then “Continue”
  7. Enter your existing password (PAC)
  8. To re-enable your Touch ID once you’re logged in, tap the menu bar in the upper right corner of your app again and select “Settings”, then “Touch ID”
  9. Tap “Use Touch Login”

 

9. Why am I being asked to setup my enhanced security questions again?

 

It's always a great idea to review your online security. Please take this opportunity to setup new and enhanced securtiy questions the first time you log in with your Member Card number.  

 

10. WHY AM I getting an error message when I try to deposit e-transfer funds to my account?

 

To accept e-Transfer funds, you'll now need to enter the 19-digit number found on your Member Card and your existing password (PAC) in your online banking desktop experience. Be sure to have your Member Card handy!

 

11. WHY AM I BEING PROMPTED TO CHOOSE THE MEMBER NUMBER I WANT TO ADD A BILL PAYEE TO?

 

This feature is intended for members who have a small business consolidated online banking account; while it is not enabled for personal members, we are aware that it is showing in some personal member online banking experiences. Please just use your own personal member number. If you need assistance adding a bill payee please call us at 1.866.923.4778.

 

 

FAQs For Business Members

 

12. I'M a signer on a business account but do not have personal accounts with First Calgary; will I be sent a First Calgary Member Card?


In order to allow signers to continue to have access to business accounts through online banking, you must be assigned a Member Card. You will have to contact us at 1.866.923.4778 or visit their local branch to obtain a Member Card for online banking access.

 

13. I'm  a signer on a business, do I need to reset any of my online banking services?


You may need to set up the following online banking services again the first time you login using your 19-digit Member Card number:

  • Your direct alerts/member alerts and increased authentication preferences,
  • Add your delegates; and
  • Add any consolidated accounts.

14. I'm Being asked to accept the small business upgrade agreement.  Why?

 

You need to accept the upgrade agreement the first time you log in with your Member Card due to the new online banking login process of using your 19-digit Member Card number instead of your branch and member number.

 

15. I'm a delegate on a business account.  Why am I not able to login with my username and password?

 

With the change to your login experience, your delegate credentials (username/password) no longer work to access online banking.  The business signer that set you up as a delegate in online banking previously will need to delete your profile and add you back up through their online banking.

 

16. I'm not able to see any consolidated accounts in online banking. why?

 

Due to the changes to your login experience for online banking you will need to re-consolidate your accounts in online banking.  Please contact us at 1.866.923.4778 or contact your local branch if you require assistance with this. We appreciate your patience and assistance!

 

17. I have pending transactions on my online banking account, were these be transferred over when my login changed?

 

Yes, pending transactions were transferred over when your login changed. 

 

The Legal Stuff

*Legal Terms of Use apply. CUETS Financial is a division of The Toronto-Dominion Bank. All trade-marks are the property of their respective owners. CUETS is a trade-mark of Canadian Credit Union Association, used under license.